Job Description
Due to continued growth we are currently seeking an experienced 1st Line Technical Analyst to join our amazing team and provide outstanding support to our clients. This role offers an exciting opportunity for someone to join our growing team within a service‑led company that uses cutting edge modern technology. Working closely with our Service Desk Team Leads, this dynamic role will give you the opportunity to get involved with a range of tasks, meaning each day is different. With a high level of responsibility, the role will have a direct impact on the business. Team and client interaction is massive for us; you will know all the clients and have a direct impact on the growth of the team and business.
Responsibilities
- Acting as the first point of contact for clients seeking technical support. Ensuring calls and emails are logged quickly and efficiently.
- Provide remote diagnostics of support cases, following our prioritisation guidelines and ensuring SLA’s are adhered to at all times.
- Supporting our clients via the support system, ensuring our processes and workflows are followed and the system is updated with all call and applicable internal notes.
- Providing well thought out and comprehensive updates to clients, ensuring at best in class client experience is achieved at all times.
- Escalate to 2nd Line support colleagues or request help or advice from colleagues as applicable.
- Complete proactive maintenance of client networks using our proactive support tools.
- Managing client documentation.
- Managing and fulfilling new workstation build requests and user setups.
- Supporting the project or technical consultant team as required – including time onsite with clients.
- Identifying training needs and arranging time for ongoing learning and development with the First Line Technical Response Manager.
- Identifying possible improvements on processes and procedures.
- Working with our process coordinators to review and enhance starter and leaver processes for clients, ensuring consistency, efficiency, and scalability.
Qualifications
- A minimum of 2 years’ experience in 1st line support.
- Professional, friendly approach with the ability to perform well under pressure.
- Punctual and good attention to detail.
- Excellent written and verbal communication skills.
- Good troubleshooting/problem solving skills.
- Office 365 administration & troubleshooting skills.
- Desktop troubleshooting.
- Enthusiastic to learn and develop skills.
- Network & Firewall knowledge and troubleshooting.
- Windows server administration.
Knowledge of virtualisation software and cloud services such as Azure and AWS would be beneficial.
Benefits
- 25 days holiday + bank holidays
- Flexible working
- Full health insurance
- Games room including consoles, pool table, tennis table, dartboard
- Well stocked kitchen including a decent coffee machine and teabags, monthly breakfast club, breakfast food, office pick‑n‑mix, and drinks fridge
- Monthly company update day includes a briefing from the Board, team meetings, training sessions, and a ‘grand’ lunch
- Employee Assistance Programme/Support
- Employee & Client referral scheme up to £1,000
- Professional development opportunities including internal training, external certification, general and soft skill development, industry training/conferences, and everything in between
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