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Location: UK - Cust. Site ENG | Job-ID: 215162 | Contract type: Standard | Business Unit: Information Technology
Life on the team
An opportunity has arisen for a First Line Analyst to join a Service Desk team for one of our prestigious customers. The role focuses on providing a top-class service as the first point of contact for IT-related issues. Responsibilities include receiving and logging incidents accurately, providing resolutions when possible, or escalating to the appropriate technical team within SLAs. This role also involves some 2nd line support tasks.
Based at the customer site in Stevenage, you will work in a small team on shifts from 7am to 7pm. Prior technical knowledge of hardware and software is advantageous but not essential, as training will be provided. Attitude and aptitude are as important as technical skills. We welcome applications from those starting their IT careers as well as experienced service desk professionals.
What you’ll do
* Capture customer details and issue descriptions into a call management system, providing possible next steps
* Resolve incidents remotely where possible and update colleagues on fixes
* Distribute incidents to support teams
* Update customers on ticket status
* Perform troubleshooting to gather missing information
* Escalate incidents when necessary
* Monitor ticket queues to ensure timely updates and processing
* Maintain high communication standards with customers and staff
* Investigate and support customer issues, providing guidance and further troubleshooting as needed
* Update and create knowledge articles, archiving outdated documents
What you’ll need
* Current SC clearance or ability to pass the clearance process
* Ability to attend the Stevenage site; remote work is not available at this time
* Experience in 1st/2nd line support is preferred but not essential; candidates with little experience are encouraged to apply
* Strong customer service and people management skills
* Ownership of incidents with the ability to recommend fixes and investigations
* Teamwork skills and the ability to support colleagues
* Good troubleshooting skills
About us
With over 20,000 employees worldwide, we are at the forefront of digitisation, advising on IT strategy, implementing technology, and helping organizations manage their infrastructure across over 70 countries. We deliver digital solutions to some of the world’s leading organizations, driving transformation and enabling business growth.
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