1st Line IT Support Analyst (Helpdesk Support)

TieTalent; High Wycombe; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a 1st Line Support Analyst to enhance their helpdesk team. This role offers a fantastic opportunity for individuals eager to develop their IT skills while providing exceptional support to a diverse client base. You'll be responsible for managing support tickets, ensuring timely communication, and maintaining high service standards. With a focus on professional growth, this supportive environment encourages continuous learning and development. If you are friendly, personable, and driven to deliver excellent service, this position is perfect 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 Microsoft systems.

Responsibilities

• Manage and progress support tickets, ensuring timely updates.
• Meet KPIs to maintain high service standards.

Skills

Client Service Focus

Written Communication

Verbal Communication

Basic Technical Knowledge

Microsoft Server Knowledge

Microsoft 365 Familiarity

Networking Awareness

Firewalls Understanding

Remote Monitoring Tools Awareness

Job description

About

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

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

Skills And Experience

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

Benefits

1. 26 days holiday plus bank holidays
2. Private healthcare, life insurance, dental, and critical illness cover
3. O2 discounts
4. Study support
5. 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.

Nice-to-have skills

1. Azure
2. Networking
3. Firewalls

Work experience

1. Systems Administrator
2. Desktop Support

Languages

• English