TieTalent Northampton, England, United Kingdom
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Join to apply for the Technical Support Analyst - 1st Line role at TieTalent
Location: Northampton, England, United Kingdom
2 days ago - Be among the first 25 applicants
Join to apply for the Technical Support Analyst - 1st Line role at TieTalent
Gotpeople are working closely with a dynamic local IT company and are looking for Technical Support Analysts.
The successful candidates should have:
* A minimum of 1 year experience working in a busy Technical Service Desk role, ideally at an MSP
* Excellent customer service and communication skills (verbal and written)
* Ability to drive to site for the shift (must have own transport)
* Ability to prioritize tasks on a busy and fast-paced Service Desk
* Ability to work well in a team and under own initiative
* Great problem-solving skills
Responsibilities
* Customer Service: Acting as the first point of contact via phone, email, or ticket
* Providing a friendly, quick, and helpful experience for clients
* Providing 1st level support remotely
* Escalating tickets to the 2nd line team and collaborating with team members
* Using our ticketing system to work on and resolve helpdesk tickets & service requests
* Managing and recording all work through our ticketing system
* Maintaining client documentation
* Splitting tickets with multiple issues into individual tickets
* Ensuring tickets are kept up-to-date and not 'stale'
* Using our monitoring and management tools to review dashboards and apply remediation actions
* Reviewing scheduled/automated actions as per processes
Communication, Reporting, and Risk Management
* Escalating tickets requiring further support
* Communicating ticket status and updates to clients
* Identifying, communicating, and mitigating potential risks
Skills (Desired)
* Problem-solving and challenge resolution skills
* Strong communication skills, especially listening
* Understanding support tools, techniques, and technology use
* Knowledge of operating systems, business applications, printing, and network systems
* Fast and accurate typing skills
* Passion for delivering excellent client experiences
Technical Skills
* Microsoft 365
* Microsoft Azure/Entra & Intune
* Microsoft Windows
* Desktop & server OS
* Basic network concepts
* Basic security concepts
Benefits
* Salary: £25,500 - £27,000 per annum
* Company pension
* Gym membership at office location
* Free on-site parking
* Employee Assistance and Wellbeing Program
* 25 days holiday per year
* High-powered laptop
* Ongoing training opportunities
Additional Information
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Information Technology
* Industries: Technology, Information, and Internet
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