1st Line Support Analyst

Role: 1st Line Support Analyst

Reports To: 1st Line Team Leader

Location: Exeter

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
• Ability to communicate with staff who have varying IT knowledge
• An eye for detail and accuracy is essential

You will have:

• 1-2 years’ experience within IT service desk
• 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.