First Line IT Support Analyst

Life on the team

An opportunity has arisen for 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. This role will be covering the hours of 8am till 6pm, Monday to Friday, with varying shift patterns. The primary duties will include receiving and accurately logging incidents, managing Active Directory Groups, mailboxes and permission management.

Based on the customer site in Nottingham or Milton Keynes, you will be working in a small team. Prior technical knowledge of hardware and software is an advantage, but not vital as training is given to the successful applicants. Attitude and aptitude are as important as technical skills. The team has a wide range of experience with ages, we welcome applications from people beginning their IT career and also more experience service desk professionals.

This role is a 12 month fixed term contract and will require you to pass SC Clearance.

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 un-documented 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 are processed appropriately
• Establish and maintain high levels of communication with customers and staff
• Analyse and investigate customer issues and requests, provide appropriate support and guidance with further troubleshooting if necessary
• Update and create knowledge articles while archiving legacy documents which are no longer needed

What you'll need

• Must be able to either currently hold SC clearance or ability to go through this process
• Be able to attend the customer site 5 days per week in Nottingham or Milton Keynes, remote working is not currently available