1st Line IT Support Analyst

Think Staffing; Perth; On-site; GBP 26,000 - 27,000; Full time

Job summary

Think Staffing in Perth (Scotland) is seeking a motivated 1st Line IT Support Analyst to provide frontline incident handling via phone, email, self-service, chat, and in person for walk-in customers. The role is based on site in Perth with training opportunities offered to staff and long-term employment.

The candidate should have basic IT experience and excellent communication skills; the position includes 2 alternating shifts (8:00–16:30 and 9:00–17:30).

Qualifications

• Basic technical understanding to solve simple problems.
• Basic knowledge of network troubleshooting.
• Able to work under own initiative and motivated to learn.
• Team player that contributes to team discussions and seeks clarification when unsure
• Excellent customer service skills and exceptional telephone manner
• Basic knowledge of ITIL standards
• Good knowledge of Windows 10 and Office 365; confident with minimal guidance
• Basic knowledge of iOS and Android mobile operating systems
• Full UK Driver's license or working towards having your driver's licence

Responsibilities

• Provide first line support to end users via telephone, email, chat, and in person.
• Carry out initial triage and diagnostic of problems and resolve where possible per SLA.
• Process service requests, including ordering new equipment and delivery to customer or IT centre.
• Elevate unresolved issues to appropriate support teams and third-party suppliers.
• Log and prioritise incidents and service requests in ITSM tool ServiceNOW.
• Take ownership of customer problems and communicate progress timely.
• Perform IT administration duties and maintain asset records.
• Participate in Continual Service Improvement and test updates for ServiceNow.

Skills

Communication skills

ITIL basics

Windows 10

Office 365

Network troubleshooting

Team player

UK driving license

Technical basics

Mobile OS knowledge (iOS/Android)

Tools

ServiceNOW

Job description

1st Line IT Support Analyst

The 1st Line Support Analyst will provide the initial support and triage for new and on-going incidents by phone, e-mail, self-service portal, chat and in person (for walk-in customers); for reported incidents, as well as handling service request fulfilment; whilst ensuring a high level of customer service. This role is the central point of contact for all 1st Line IT related incidents and service requests, supporting internal customers across multiple sites. Role will be based on site in Perth. Applicants must have at least some basic IT experience and have excellent communication skills to be considered for interview. However, this employer offers training opportunities to their staff and long-term employment.

2 alternating shift patterns - 8.00 am - 4.30 pm and 9.00 am - 5.30 pm

Knowledge & experience required:

• Basic technical understanding to solve simple problems.
• Basic knowledge of network troubleshooting, desirable.
• Able to work under own initiative and motivated to learn.
• Team player that contributes to team discussions and seeks clarification when unsure
• Excellent customer service skills and exceptional telephone manner
• Basic knowledge of ITIL standards
• Good knowledge of Microsoft operating systems and products, with an emphasis on Windows 10, as well as Microsoft Office 365, able to operate confidently with minimal guidance
• Basic knowledge of iOS, Android mobile operating systems
• Full UK Driver's license or working towards having your driver's licence

Overall purpose of the role:

• Provide first line support to end users on various technical issues and problems relating to hardware, software, network and connectivity via telephone, email, chat, and self-service
• Carry out initial triage and diagnostic of problems and resolve where possible in a timely manner according to SLA's
• Complete service request fulfilment, including ordering new equipment and ensuring it is sent to the customer directly or to an IT centre for configuration prior to being sent on to the customer
• Where first line contact resolution is not possible, elevate to appropriate support teams and third-party suppliers, as necessary
• Log & prioritise all incidents, service requests, change requests in our ITSM tool - ServiceNOW
• Take ownership of customer problems and follow up the status of problems with the customer and communicate progress in a timely manner
• Perform IT administration duties as required
• Maintain IT asset records accordingly
• Actively participate in Continual Service Improvement
• Carry out testing when updates are released for our ServiceNow Platform

Salary:

Basic salary c£26,000 dependant on experience, rising to £27,000 after the probationary period.