1st Line IT Analyst

Sense; Birmingham; On-site; GBP 20,000 - 28,000; Full time

Job summary

A leading company is seeking a full-time 1st Line IT Analyst to join their successful ICT team in Birmingham. In this role, you will provide top-notch IT support and customer service, managing requests and ensuring a high level of service for employees and volunteers. Successful candidates will have a Level 3 qualification in ICT, experience in IT support, and strong knowledge of Microsoft systems. Sense offers a diverse and supportive work environment with excellent training and development opportunities.

Benefits

Excellent training

Group Personal Pension scheme

Generous annual leave entitlement

Qualifications

• Previous IT support experience.
• Experience installing and supporting ICT hardware.
• Strong understanding of current Microsoft systems.

Responsibilities

• Provide excellent IT support via phone, email, and face-to-face.
• Ensure all IT requests are recorded and categorized.
• Identify recurring issues for long-term fixes.

Skills

IT Support

Customer Service

Problem Solving

Education

A Level 3 qualification in ICT

Tools

Microsoft Windows

Office Packages

Job description

Sense is recruiting for a 1st Line IT Analyst to join our successful ICT team. This is a full-time role, working 37.5 hours per week at our office in Selly Oak, Birmingham.

In this role, you will provide excellent IT support and customer service via phone, email, and face-to-face, acting as the first point of contact for Sense employees and volunteers. This role will include:

1. Providing support and fault resolution, including password resets, account unlocks, hardware and software installation, updates from third parties, and assisting users with knowledge queries.
2. Ensuring all IT requests are recorded, categorized, and updated in accordance with targets and procedures.
3. Identifying recurring issues to be fed back to the manager for long-term fixes to reduce impact on the service desk.

Key skills and experience

• A Level 3 qualification in ICT or an equivalent professional qualification.
• Previous IT support experience, either in a previous role or through completed learning.
• Experience installing and supporting ICT hardware, including PCs, printers, and mobiles.
• Strong understanding of current Microsoft Windows desktop and server operating systems, and Office packages.
• For a full job description and person specification, please see the link below.

About Sense

Sense supports everyone living with complex disabilities and those who are deafblind. We aim to help people communicate and experience the world. We believe no one, regardless of their disabilities, should be isolated or unable to fulfill their potential. Sense is proud to be a diverse and supportive employer.

Working at Sense can be incredibly rewarding. We offer opportunities to develop skills, knowledge, and careers in a flexible environment. We also provide excellent training, a Group Personal Pension scheme, and a generous annual leave entitlement.