Overview
Achieve Together is looking for a 1st Line Support Analyst to join a growing IT Service Desk. This role will provide day to day support of the company's hardware and software services. As a hands-on technical role, the successful candidate will have exposure to many different hardware and software solutions.
This person will have a keen interest in technology with a desire to provide excellent customer service.
This opportunity would suit an applicant with at least 2 years' experience in a similar IT role.
Responsibilities
· Diagnose and resolve technical issues.
· Provide end user remote support.
· Install authorised software to laptops and desktops using Microsoft InTune
· Ensure logs for equipment and users are maintained.
· Set up new users and disable expired accounts in accordance with policy.
· Ensure IT documentation and knowledgebase items are kept up to date across all areas, for both the team and end users.
· Escalate IT issues or incident trends to the Team Leader or Service Desk manager where necessary.
· Liaise with 3rd parties to resolve certain problems e.g. connectivity / phone line
· Work with wider IT team on projects as and when required.
Knowledge of the following required:
· Windows 10/11
· Microsoft Office software
· Networking skills – TCP/IP, DNS, DHCP
· Office 365 and Azure
· Device management – InTune/MDM solutions
· Entra Active Directory/on prem Active Directory concepts
· Experience of IT service desk and asset management systems
Skills and Understanding
· A-level or equivalent qualification in a computer/IT related subject
· Excellent customer service and communication skills
· Ability to problem solve and fault find
· Ability to meet tight deadlines
· Ability to multi-task and stay organized
· Ability to stay calm under pressure
· Ability to use own initiative
· Ability to work well in a team