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Role: 1st Line Support Analyst
Reports To: 1st Line Team Leader
Location: Exeter
We are The Citation Group - a collective of businesses dedicated to supporting small and medium-sized enterprises across a range of essential services. We know that running a business means juggling a lot. Our mission is to ease these pressures by providing expertise, guidance, and solutions that enable business leaders to focus on what they do best. From HR and Health & Safety to Cybersecurity, E-Learning, and ISO compliance, we’ve got you covered.
Citation has achieved strong growth through a combination of organic expansion and strategic acquisitions, continually broadening our expertise, services, and reach to create a one-stop shop that supports businesses across the UK, Canada, and Australia.
The Role
The IT Service Desk is the single point of contact for all IT services, requests, and incidents. The IT Service Desk is a busy, dynamic, fast-paced team, servicing multiple individual businesses and over 1600 colleagues.
You should have excellent customer service skills and broad knowledge of IT. Be confident, friendly, and approachable with a good telephone manner and able to communicate with staff who have varying IT knowledge. Having an eye for detail and accuracy is essential.
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You will have 1-2 years’ experience within IT service desk and demonstrable customer service skills with an aptitude for technology.
Duties
- Supporting internal staff over 2 sites on a weekly basis
- Receiving and handling requests for service, following agreed procedures and SLA’s, accurately and to a high quality originating from our portal, telephone, and face to face.
- Logs incidents and service requests and maintains relevant records:
- Identifies and classifies incident types and service interruptions
- Records incidents cataloguing them by symptom and resolution
- Provide 1st line technical support
- Acting as customer liaison and delivering an excellent customer experience
- Take ownership of user requests and be proactive when dealing with user issues
- Providing updates to the customer on the progression of their call
- Administration of required systems and documentation
- Liaising with 2nd and 3rd line support teams and 3rd party/vendor support teams
- Escalating calls where necessary, monitoring 2nd and 3rd line SLA’s
- Maintain the IT asset register
- You will be required to travel to other offices as and when required
- Support hours are currently 8am to 6pm Monday to Friday, with a shift rota.
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Skills
- Telephone and face to face customer service skills
- Empathy and understanding of customer needs
- Effective organization and time management skills
- A good technical understanding of computers, networks, and communications systems
- Exceptional attention to detail
- Ability to work accurately under pressure
- Excellent communication and interpersonal skills
Technologies
Knowledge and experience in the following will be advantageous.
- Knowledge of Windows 11, M365 & Active Directory
- ITSM Tools
- MS Outlook
- MS Teams
- MS Defender
- iOS / iPhones / iPads
- Go To Assist
- Sharepoint
- General PC hardware knowledge for fixes and resolution
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