1st Line IT Support Analyst

Virtuoso; East Malling; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading IT service provider in the UK is seeking a Level 1 IT Support Analyst to support clients and resolve tech issues efficiently. The role involves troubleshooting, managing service requests, and communicating effectively with customers. Ideal candidates will have a passion for technology and may have prior service desk experience. This position offers a supportive, flexible work environment with opportunities for professional development.

Benefits

Funded Training and Development

Flexible work hours

Quarterly Bonus

Social Club events

Great Office Culture

Subsidised Gym Membership

Qualifications

• At least 1 year of experience in a customer-facing service desk environment is beneficial.
• Demonstrated ability to troubleshoot and resolve hardware, operating system, and application issues.

Responsibilities

• Provide tech support to clients, focusing on quick resolution of incidents.
• Analyze, troubleshoot, and resolve hardware, operating system, and application issues.
• Process service requests, including new starter and leaver onboarding.

Skills

Support for Microsoft 365 tech stack

Basic Microsoft Azure Active Directory

Basic understanding of cyber security concepts

Excellent communication skills

Job description

Overview

Start Date: Immediate

What We are Looking For: We are looking for a Level 1 IT Support Analyst to join our team based in West Malling, Kent, working within the IT Managed Services division of our global IT managed services organisation. The successful candidate will have a passion for learning, affinity with tech and good customer service & communication skills. This is a fantastic opportunity for anyone wishing to begin their IT career or an individual with some experience looking to be part of a strong team working with the latest tech.

Key Accountabilities

• Providing tech support to clients with a focus on quick resolution of incidents, and great customer satisfaction.
• Analysing, troubleshooting, and resolving hardware, operating system and application issues
• Processing of service requests, including: new starter, leavers, device onboarding and offboarding
• Reviewing tickets created by clients, including categorisation and routing
• Handling of incoming client calls, logging tickets with correct categorisation and resource assignment
• Liaising with vendors, suppliers and internal teams
• Continuously learn the latest technical best practices to improve efficiency
• Escalation of tickets to our L2 and L3 engineers as per our escalation process

Skills & Experience

• Good knowledge in supporting Microsoft 365 tech stack
• Basic Microsoft Azure Active Directory
• Basic understanding of cyber security concepts and solutions
• Demonstrate excellent communication skills, both written and verbal
• At least 1 year of experience working in a customer-facing service desk environment beneficial.

Location/Travel

Full time office based at our offices in Kings Hill, West Malling, ME19 4AE.

Hours

37.5 hours per week, shift-based, 08:00-16:30/09:00-17:30/09:30-18:00.

Benefits

• Funded Training and Development - Our peoples personal development is extremely important to us. Fully-paid technical courses, training and exams are available, related to your individual roles. Were also open to hearing about what you would like to learn about so that we can provide what you need to develop.
• Flexibility - We strive to be a great place to work, providing flexible work hours, great holiday entitlement and paid parental leave. 25 days paid annual leave plus additional long service leave.
• Quarterly Bonus - We operate a discretionary quarterly bonus scheme based on individual, team and company performance.
• Social Club - We hold a monthly social events such as axe-throwing, bowling, go-karting and immersive gaming organised by our team.
• Great Office Culture - Modern offices with great facilities, including drinks fridge, coffee machine, snacks and fruit. Gaming console for breaks and competitions.
• Subsidised Gym Membership - Stay active with our subsidised gym membership, part of our commitment to your wellbeing.

About Virtuoso

Virtuoso is an award-winning IT service provider, supporting ambitious businesses globally since 2011. We are a technology-driven business, strengthened by our culture and commitment to serving customers. Businesses work with us because we take the complex and make it simple. We help customers harness the power of the Microsoft Cloud. Our managed technology services get the right balance of cloud platforms and traditional IT working together for them. From strategy and design, to delivery and support, our team of technical experts work 24/7, 365 days a year, empowering businesses with the cloud advantage.

More details on our company can be found on our careers page: https://virtuoso.tech/uk/careers/

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