The Citation Group
1st Line Support Analyst
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Role: 1st Line Support Analyst
Location: Wilmslow
We are the Citation Group. We offer colleagues and clients an opportunity they will not gain at many other businesses. We are interested in growth, investment, and service excellence. We have never and will never grow our business by cost-cutting or tying people up in bureaucracy. We don’t do politics – we want people focused upon actions and delivery. We don’t do micro-management – we empower, support, and innovate. We are leaders, not empire builders, and we love our business.
The Citation Group has grown rapidly over the past few years and have big ambitions for the future. As a Private Equity-backed business, the plan is to triple the size of the business over the next few years through both organic growth and acquisitions.
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.
You will have some experience within IT service desk and demonstrable customer service skills with an aptitude for technology.
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Key Responsibilities:
- 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
- Provides 1st line technical support
- Acting as customer liaison and delivering an excellent customer experience
- Takes ownership of user requests and is 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
- Maintains 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.
About You
- 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
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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, and general PC hardware knowledge for fixes and resolution
Perks
Here’s a taste of the perks we roll out for our extraordinary team members:
- 25 Days of Holiday + 8 Bank Holidays: We’re talking sun-soaked beaches, snow-capped mountains, or simply your favourite cozy spot at home. Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.
- Birthday Bliss: Your birthday isn’t just another day on the calendar; it’s YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU.
- Post-Wedding Bliss: Newlyweds, we’ve got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness.
- Growing Families: We’re all about supporting our Citation family, and that includes expectant parents. Vouchers and special perks await to celebrate the newest addition to your family.
- Healthcare cash plan: Your well-being is our priority. That’s why we offer private healthcare to ensure your peace of mind and keep you feeling your best.
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