IT First Line Support Analyst

An opportunity has arisen for a First Line analysts to join a Service Desk team for one of our prestigious customers. The role will focus on providing a top-class service as a first point of contact for anyone with IT related issues.

Requirements

• Receiving and accurately logging incidents
• Providing resolution wherever possible or passing them to the most appropriate technical team for resolution within agreed SLAs
• Capturing customer details and the issue description into a call management application
• Distributing incidents and requests to other support teams
• Providing ticket updates to the customer
• Performing additional troubleshooting if tickets are missing information
• Escalating incidents where customer calls to chase, or where progress is slow
• Monitoring Service Desk ticket queues
• Establishing and maintaining high levels of communication with customers and staff
• Analysing and investigating customer issues and requests
• Updating and creating knowledge articles

Benefits

• Fixed Term Contract
• SC Clearance