First Line IT Support Analyst
A unique opportunity to join a Service Desk team for one of our prestigious customers. In this role you will be the first point of contact for anyone with IT-related issues, receiving and accurately logging incidents, and providing resolution wherever possible. Incidents will be resolved remotely or passed to the most appropriate technical team within agreed SLAs. Although this is a First Line Analyst role, 2nd line aspects will also be required.
Based on the customer site in Stevenage, you will be working in a small team on shifts from 7:00 am to 7:00 pm. Prior technical knowledge of hardware and software is an advantage but not vital; training is provided to successful applicants. We welcome applications from people beginning their IT career as well as experienced service desk professionals.
Security clearance is required before starting. You must currently hold Security Clearance or be willing to go through the process.
What you’ll do
* Capture customer details and the issue description into a call‑management application, then provide additional information about possible next steps to the caller
* Resolve incidents remotely where possible and update colleagues on any undocumented fixes
* Distribute incidents and requests to other support teams
* Provide ticket updates to the customer
* Perform additional troubleshooting if tickets are missing information
* Escalate incidents where customer calls to chase, or where progress is slow
* Monitor Service Desk ticket queues, ensuring that all tickets are fully updated and processed appropriately
* Establish and maintain high levels of communication with customers and staff
* Analyse and investigate customer issues and requests, providing appropriate support and guidance with further troubleshooting if necessary
* Update and create knowledge articles while archiving legacy documents that are no longer needed
What you’ll need
* Either currently hold SC clearance or can pass the SC clearance process
* Be able to attend the customer site in Stevenage; remote working is not currently available
* Experience of working in a 1st/2nd line environment is preferred, but not vital; if you have little or no experience, we welcome you to apply
* Good customer service and people‑management skills
* Can confidently take ownership of an incident and recommend fixes or areas of investigation to ensure it reaches a satisfactory resolution
* Ability to work well in a team and support team members
* Good troubleshooting skills
Seniority level: Associate
Employment type: Full‑time
Job function: Information Technology
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