1st Line IT Support Analyst - Growth & Impact in IT/IoT

Ukconnect

Farnborough

Hybrid

GBP 24,000 - 30,000

Full time

5 days ago

Be an early applicant

Application generator

Don’t send a generic resume — generate a resume and cover letter tailored to this exact role.

Get past ATS filters

Benefits offered by this job

25 days annual leave

Enhanced Pension

Free Parking

Café, Gym and Restaurant on-site

Death in Service (4x salary)

Job summary

UK Connect Ltd at Farnborough is seeking a 1st Line IT Support Analyst to be the first point of contact for technical customer support, monitoring incidents via ITSM, phone, email and live chat to help grow our services in construction and other sectors. You will engage with customers and stakeholders, diagnose issues, apply fixes or escalate, and ensure timely updates in line with SLA expectations.

Joining our Technical Operations team, you will enjoy a collaborative culture, ongoing training,

Qualifications

Proven hands-on experience within a Service Desk.
Understanding of Network topology and troubleshooting.

Responsibilities

Ticket Investigation: Ensure sufficient information has been provided to support the effective resolution of tickets.
Achievement of SLA's: Respond within agreed service levels.
Customer Communication: Provide appropriate customer updates, in line with customer expectations and ticket QA procedure.
Ticket Processing: Where level of ability is reached, tickets are escalated to continue investigation and remediation.
User Account Processing: Creation, blocking, removal and alteration of user accounts and user access as part of the starter, leaver and role change process.
Ticket Automation: Automated tickets are created at regular intervals and are completed as per the instructions provided.
Ad Hoc On-Site Support: Attend customer sites or events to provide technical services, for which ample training will be provided. Services include installations, decommissions, triage, representation and learning.