1ST LINE SUPPORT ANALYST

☞ Nigel Wright Group

View: 101

Update day: 15-05-2024

Location: Newcastle upon Tyne North East

Category: IT - Hardware / Networking IT - Software Information Technology

Industry:

Job type: Permanent

Salary: £26,000 a year

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Job content

THE OPPORTUNITY



I’m delighted to be partnering with this great charity business in their search for a 1st Line Support Analyst.

With over 55 years’ experience and working for a not-for-profit organisation they work to provide the highest quality of care and support to some of the most vulnerable people in our society changing lives and making a positive impact.

Salary : £26,000
Location : Home Based
Travel : Occasionally (approx. once a quarter to offices in Manchester and London)
Working Hours : Monday – Friday, 08:30 – 16:30 or 09:00 – 17:00
Holidays : 20 days (increases up to 32 days with service) + bank holidays.

DAY TO DAY RESPONSIBILITIES



Joining a service desk team you will be the first line of support to approximately 4500 inhouse staff. Tasked to troubleshoot simple IT issues and escalate those bigger problems. It’s important you are customer focused and a problem solver capable of answering, logging, and supporting queries as they are reported.

You will :

  • Acting as the 1st line contact for IT Support to colleagues across the Turning Point organisation via Phone, Email and Portal communication tools.
  • Provide 1st time fixes to the end user where possible,
  • Receive, log, support and escalate tickets within the ITSM.
  • Having an ability to take ownership of incidents through to resolution.
  • Work closely with 2nd line support teams.

YOUR SKILLS / EXPERIENCE



Ideally the successful candidate will have experience working in a similar role, preferable working on remote 1st line support desk.

You will be able to show:

  • Experienced supporting across:
  • Windows 7/10
  • Active Directory Administration
  • Microsoft 365 Stack.
  • 18 – 24 months of 1st Line support experience.
  • Experience offering general tech support with a good knowledge of computer systems, hardware, and software.
  • Excellent communication skills with a customer centric outlook.
  • Self-motivated with a strong work ethic and a keenness to learn.

This is a role that will suit someone comfortable working from homes, so self motivated with strong customer service and communication skills you will be familiar working within SLA and ticketing systems.

If this is you then please apply online and I will be in touch to discuss the role further

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Deadline: 29-06-2024

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