1st Line Support Analyst

Location: Norwich 

If you have 1-2 years’ experience within IT service desk perfect! If not, we are completely open to background, as long as you have excellent customer service skills with an aptitude for technology, either way you will be trained, we just need the right person to join the team!

The Role
The IT Service Desk is the single point of contact for all IT services, requests, and incidents.  The IT Service Desk is a busy, dynamic, fast paced team, servicing 6 individual businesses and over 1000 colleagues.

You should have excellent customer service skills and broad knowledge of IT. Be confident, friendly, and approachable with a good telephone manner and able to communicate with staff who have varying IT Knowledge. Having an eye for detail and accuracy is essential.

Duties
Include but not limited to:

  • Receives and handles requests for service, following agreed procedures and SLA, accurately and to a high-quality originating from our portal, e-mails, telephone, and face to face.
  • Logs incidents and service requests and maintains relevant records:
    • Identifies and classifies incident types and service interruptions
    • Records incidents cataloguing them by symptom and resolution
  • Provide 1st line technical support
  • Acting as customer liaison and delivering an excellent customer experience
  • Take ownership of user requests and be pro-active when dealing with user issues
  • Providing updates to the customer on the progression of their call
  • Administration of required systems and documentation
  • Liaising with 2nd and 3rd line support teams and 3rd party / vendor support teams
  • Escalating calls where necessary, monitoring 2nd and 3rd line SLA’s
  • Maintain the IT asset register
  • You will be required to travel to other offices as and when required
  • Support hours are currently 8am to 6pm Monday to Friday, with a shift rota.

Skills

  • Telephone and face to face customer service skills
  • Empathy and understanding of customer needs
  • Effective organisation and time management skills
  • A good technical understanding of computers, networks and communications systems
  • Exceptional attention to detail
  • Ability to work accurately under pressure
  • Excellent communication and interpersonal skills

Technologies
Knowledge and experience in the following will be advantageous but not essential.

  • Knowledge of Windows 10, M365 & Active Directory
  • ITSM Tools
  • MS Outlook
  • MimeCast
  • iOS / iPhones / iPads
  • Go To Assist, GoToMyPc

Salary- up to £21k depending on experience.

Hours of Work:         Mon-Fri 8am-6pm (Rota

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