IT Support Analyst
Required by my client based in the Slough area. This is an on‑site / office‑based role.
Responsibilities
* Logging support calls via telephone and email
* Resolving 1st line incidents and requests
* Effective ticket management and tracking using the Service Cloud ticket logging system
* Ensuring all tickets are categorised to correct standards
* Following internal processes for assigning tickets to the correct department or individuals
* Ensuring all tickets are resolved to a high level of customer satisfaction
* Providing regular feedback to customers regarding the status of their tickets
* Providing exceptional communication between the service desk, end users and resolver groups
* Proactive Management of tickets raised with 3rd party resolver groups
* Meeting and exceeding customer specific service level agreements (SLAs)
* Providing prompt escalation to 3rd Line Support/ Problem Management team as required
* Utilising various remote takeover tools when necessary
* Following Security admin and information security processes, following escalations and notifications where appropriate
* Working with Vonage cloud‑based phone system
* Providing training to customers and employees on software/websites (face to face and on the phone)
* Troubleshooting issues with Apple and Android products, laptops, desktops, tablets
* Troubleshooting issues on PCs, EPOS terminals and printers within the building
Qualifications
* Experience of working on an IT Service Desk
* Office 365
* Microsoft Windows 11, 12
* Microsoft Exchange / Active Directory administration
* MAL OS
* WAN/LAN9 Router / Switches
* Back‑up software (Hycu)
* Knowledge of broadband and Wi‑Fi technologies
* Knowledge of networking concepts
* Cyber security
Person Specification
* 5 Year checkable work history, with no unaccountable gaps.
* Valid UK Driving licence
* Valid Passport
* Must already possess the Right to Work in the UK
* Excellent business English verbal and written communications skills in all forms
* Ability to work under tight time frames
* Works well on their own and as part of a team
* Self‑motivated, independent and resourceful
Please send your CV in the first instance and if relevant you will be contacted with full role and company information.
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