As First Line Service Desk Analyst, you will be part of our client’s UK Technical Services Team and will be responding to a variety of incidents and service requests across Storage, Network, Virtualisation, Backup, DR and Microsoft technologies within contracted SLA's. This role is heavily focused on SLA's and ticket management. We’re looking for someone who can build strong rapport with end users and internal colleagues. Good communication skills are a must, as well as proactively keeping clients updated with the status of their ticket! You will be encouraging end users to follow the process with logging tickets and seeing it through to either resolution or reassigning/escalating to 2nd line support. As First Line Analyst, some of your duties will include:
Responsibilities
* Act as first-line support, triaging and managing support tickets across hardware, software, and network issues
* Prioritise, log, and resolve incidents and requests within the ticketing system, escalating where appropriate
* Provide clear, professional communication and regular updates to users throughout the resolution process
* Troubleshoot and resolve common technical issues remotely, aiming for first‑contact resolution
* Deliver an excellent customer experience with a friendly, solution‑focused approach
* Contribute to the creation and maintenance of knowledge base articles and self‑service resources
* Identify recurring issues and suggest process improvements to reduce ticket volumes
Qualifications
* Experience in a 1st line IT role, within a Service Desk/ticketing environment is essential
* Knowledge of computer programs and hardware
* Excellent interpersonal, oral, and written communication skills
* Can‑do attitude and willingness to collaborate, team‑player mindset
* Excellent organisational and time management skills
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