ITRM Ltd
1st Line Technical Support Analyst
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1st Line Technical Support Analyst
Role Summary
As a 1st Line Technical Support Analyst, you are the first point of contact for clients requiring IT assistance within our Managed Service Provider (MSP) environment. Your primary responsibility is to deliver exceptional customer service, achieve high first time-fix rates, and ensure incidents and service requests are handled swiftly, professionally, and in alignment with our SLAs.
Site visits may occasionally be required as an exception rather than a routine responsibility, typically for simple troubleshooting or hardware swaps when remote resolution is not possible. This may also include a full day on site for one of our customers.
Key Responsibilities
- Incident Management
- Act as the first point of contact for all incoming technical issues.
- Troubleshoot and resolve common IT issues including login failures, software errors, hardware faults, and network connectivity.
- Perform structured triage and capture accurate information.
- Aim for high first-time fix rates.
- Escalate unresolved issues with clear notes.
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Service Request Fulfilment
- Handle account creation, password resets, mailbox updates, and software installations.
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Customer Experience & Communication
- Deliver outstanding customer service.
- Communicate clearly with users.
- Provide ticket updates and maintain ownership.
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Operational & Platform Tasks
- Use PSA/RMM tools, action monitoring alerts, support maintenance tasks, and maintain asset records.
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Documentation & Continuous Improvement
- Create/update knowledge articles.
- Log clear troubleshooting steps.
- Flag recurring issues.
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Technical Skills
- Windows 10/11 & macOS support
- Microsoft 365 admin
- Active Directory
- Basic networking (DNS, DHCP, VPN, Wi-Fi)
- Remote tools & PSA platforms
- Printer troubleshooting
- Endpoint security principles
Soft Skills
- Excellent communication
- Calm under pressure
- Strong organisation and prioritisation
- Listening & problem solving
- Team player with growth mindset
KPIs
- First-time fix rate
- SLA adherence
- Ticket documentation quality
- CSAT feedback
Career Progression
- 1st Line → 2nd Line → 3rd Line → Specialist/Projects/Automation/Team Leader
Working Environment
- Office based Monday - Friday, in Bristol
- Occasional exception-based site visits
Benefits
- Competitive salary
- Overtime/TOIL
- Pension
- 25 days holiday + birthday leave
- Training & certifications
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