1st Line IT Support Analyst (Helpdesk Support)

Sharp; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is looking for a 1st Line Support Analyst to join their helpdesk team. This role is perfect for someone eager to enhance their IT skills in a supportive environment. You'll be responsible for managing support tickets, providing excellent client service, and ensuring timely communication. With a focus on professional development, this position offers a chance to work with a diverse client base while representing the company with professionalism. If you're friendly, personable, and have a passion for IT, this opportunity is for you!

Benefits

26 days holiday plus bank holidays

Private healthcare

Life insurance

Dental cover

Critical illness cover

O2 discounts

Study support

Discounted gym membership

Qualifications

• Strong client service focus and excellent communication skills.
• Basic technical knowledge with familiarity in IT systems.

Responsibilities

• Manage support tickets and ensure timely updates for clients.
• Meet performance indicators to maintain high service standards.

Skills

Client Service Focus

Written and Verbal Communication

Basic Technical Knowledge

Familiarity with Microsoft Server and Desktop OS

Understanding of Microsoft 365

Networking Knowledge

Awareness of Remote Monitoring Tools

Tools

Microsoft 365

Azure

Remote Monitoring and Management tools

Job description

1st Line Support Analyst

Location: High Wycombe HP11 1JU (Hybrid)
Department: Helpdesk

Sharp IT Services is seeking a 1st Line Support Analyst to join our helpdesk team. This role involves providing IT support to a diverse client base, managing support tickets efficiently, and ensuring excellent service delivery to maintain client satisfaction and retention.

Key Responsibilities

• Own, update, and progress support tickets, ensuring clients receive timely updates
• Meet Key Performance Indicators to maintain high service standards
• Develop technical proficiency through continuous learning
• Prioritise and organise daily tasks to align with client expectations
• Communicate professionally and effectively with clients and colleagues
• Represent Sharp IT Services in a professional manner at all times

Skills and Experience

• Friendly, personable, and professional approach
• Strong client service focus
• Excellent written and verbal communication skills
• Basic technical knowledge and experience in IT
• Familiarity with Microsoft Server and Desktop Operating Systems
• Basic understanding of Microsoft 365, Azure, networking, firewalls, virtualisation, backup, and antivirus solutions
• Awareness of Remote Monitoring and Management tools

Benefits

• 26 days holiday plus bank holidays
• Private healthcare, life insurance, dental, and critical illness cover
• O2 discounts
• Study support
• Discounted gym membership

This is an excellent opportunity for someone looking to develop their IT skills in a supportive and professional environment. Apply now to join the team.