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We’re looking for a Tier 1 Service Analyst to join our Service Desk Team.
The Tier 1 Service Analyst is the first point of contact for customers seeking IT support within an MSP environment. The role involves logging, diagnosing, and resolving a range of IT issues, as well as escalating more complex cases to Tier 2 or 3.
In this role, you will deliver exceptional customer service, troubleshoot effectively, and maintain efficient communication to ensure clients experience minimal downtime. Career Path & Progression: This role is an entry‑level position that offers clear opportunities for career progression within the MSP. As experience and technical skills develop, engineers can move into Tier 2 and Tier 3 roles, specialising in areas such as network administration, cloud services, or cybersecurity.
Reporting to the Service Desk Manager, key responsibilities of the role are as follows:
- Customer Support & Issue Resolution: Provide first-line technical support via phone, email, or through a ticketing system.
- Troubleshoot and resolve hardware, software, and network‑related issues.
- Follow the defined processes for incident and problem management, including proper documentation.
- Escalate unresolved issues to higher-tier engineers in accordance with SLA timeframes.
- Ticket Management: Accurately log all issues, requests, and tasks using the service desk ticketing system.
- Track, prioritise, and manage tickets to ensure prompt resolution within SLA guidelines.
- Effectively keep clients informed of ticket progress and resolution status.
- Incident & Request Management: Triage all incidents, perform an initial diagnosis.
- Where incident is simple, progress the incident through to resolution or until escalation time is reached.
- Take ownership of Service Requests ensuring that they are actioned or escalated within SLA.
- Hardware & Software Support: Assist with the installation, configuration, and maintenance of end-user hardware and software.
- Support users with email, Office 365, Active Directory, VPN, and other applications.
- Provide basic network troubleshooting (e.g. Wi‑Fi, connectivity issues, printer configuration).
- User Account Management: create, modify, and disable user accounts in Active Directory, Office 365, and other systems.
- Reset passwords and troubleshoot login/authentication issues.
- Monitor client systems and alert management teams of potential issues.
- Create incident reports and participate in post incident reviews where necessary.
- Work closely with Tier 2 and Tier 3 teams to ensure seamless resolution of escalated issues.
- Maintain and update technical documentation, knowledge base articles, and SOPs for end-users and support teams.
- Training & Development: Keep up‑to‑date with emerging technologies, products, and IT best practices.
- Actively participate in internal training to advance to higher technical levels.
- Proactively utilise the online training portals made available.
Skills, knowledge, competencies that are required for the role are as follows:
Technical
- Good understanding of Windows OS, Microsoft Office, and Office 365 suite.
- Basic knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Familiarity with Active Directory user management.
- Experience using remote desktop tools to troubleshoot end‑user issues.
Communication
- Excellent verbal and written communication skills.
- Ability to simplify technical information for non‑technical users.
- Strong customer service orientation, with a polite and friendly attitude.
Problem‑Solving
- Logical approach to troubleshooting and issue resolution.
- Ability to prioritise tasks effectively and manage time efficiently.
- Work collaboratively with other service desk engineers and cross‑functional teams.
- Willingness to ask for help and share knowledge with colleagues.
Attention to Detail
- Ability to document issues, resolutions, and ongoing activities with precision.
- Maintain clear, concise, and accurate records in the ticketing system.
Other
- Previous experience in a customer‑facing IT support role, ideally within an MSP environment.
- Familiarity with ITIL principles and best practices.
- Knowledge of desktop and laptop hardware troubleshooting.
- Basic understanding of cybersecurity practices.
- Industry certifications (e.g., CompTIA A+, Microsoft 365 Fundamentals).
- Experience working in an IT Managed Service Provider (MSP) setting.
- Familiarity with IT service management tools (e.g., HaloPSA, ConnectWise, Autotask).
- Experience supporting cloud‑based services such as Microsoft Azure and Microsoft 365.
Seniority Level
Employment Type
Job Function
- Engineering and Customer Service
Industries
- IT Services and IT Consulting
- IT System Operations and Maintenance
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