1st Line Support Analyst

The Citation Group; Coalville; On-site; GBP 20,000 - 28,000; Full time

Benefits offered by this job

25 Days of Holiday + 8 Bank Holidays

Birthday Bliss

Post-Wedding Bliss

Growing Families

Healthcare cash plan

Job summary

The Citation Group is seeking a 1st Line Support Analyst to join our IT Service Desk. You will be the first point of contact for staff across two sites, delivering friendly, efficient technical support and handling incidents from logging through to resolution.

You will troubleshoot basic IT issues, maintain accurate records, and coordinate with 2nd/3rd line teams and vendors. A hands-on, customer-focused approach is essential.

Qualifications

• Experience in IT service desk or similar role.
• Strong customer service and communication skills.
• Able to work across multiple sites and travel to offices as needed.
• Basic networking and computer hardware knowledge.

Responsibilities

• Provide 1st line IT support to staff across multiple sites.
• Log incidents and service requests, update records and SLA status.
• Act as a liaison with second/third line support and vendors.
• Communicate progress updates to users and manage expectations.
• Maintain IT asset records and documentation.

Skills

Telephone support

Customer service

IT knowledge

Attention to detail

Communication

Tools

Windows 11

MS 365

Active Directory

ITSM Tools

MS Outlook

MS Teams

MS Defender

SharePoint

GoToAssist

Job description

Role: 1st Line Support Analyst

Location: Wilmslow

We are the Citation Group. We offer colleagues and clients an opportunity they will not gain at many other businesses. We are interested in growth, investment and service excellence. We have never and will never grow our business by cost cutting or tying people up in bureaucracy. We don’t do politics – we want people focused upon actions and delivery. We don’t do micro-management – we empower, support and innovate. We are leaders, not empire builders and we love our business.

The Citation Group has grown rapidly over the past few years and have big ambitions for the future. As a Private Equity backed business, the plan is to triple the size of the business over the next few years through both organic growth and acquisitions.

The Role

The IT Service Desk is the single point of contact for all IT services, requests, and incidents. The IT Service Desk is a busy, dynamic, fast paced team, servicing multiple individual businesses and over 1600 colleagues.

You should have excellent customer service skills and broad knowledge of IT. Be confident, friendly and approachable with a good telephone manner and able to communicate with staff who have varying IT Knowledge. Having an eye for detail and accuracy is essential.

You will have some experience within IT service desk and demonstratable customer service skills with an aptitude for technology.

Include but not limited to:

• Supporting internal staff over 2 sites on a weekly basis
• Receiving and handling requests for service, following agreed procedures and SLA's, accurately and to a high-quality originating from our portal, telephone, and face to face.
• Logs incidents and service requests and maintains relevant records:
• Identifies and classifies incident types and service interruptions
• Records incidents cataloguing them by symptom and resolution
• Provide 1st line technical support
• Acting as customer liaison and delivering an excellent customer experience
• Take ownership of user requests and be pro-active when dealing with user issues
• Providing updates to the customer on the progression of their call
• Administration of required systems and documentation
• Liaising with 2nd and 3rd line support teams and 3rd party / vendor support teams
• Escalating calls where necessary, monitoring 2nd and 3rd line SLA's
• Maintain the IT asset register
• You will be required to travel to other offices as and when required
• Support hours are currently 8am to 6pm Monday to Friday, with a shift rota.

About you

• Telephone and face to face customer service skills
• Empathy and understanding of customer needs
• Effective organisation and time management skills
• A good technical understanding of computers, networks and communications systems
• Exceptional attention to detail
• Ability to work accurately under pressure
• Excellent communication and interpersonal skills

Technologies

• Knowledge and experience in the following will be advantageous.
• Knowledge of Windows 11, M365 & Active Directory
• ITSM Tools
• MS Outlook
• MS Teams
• MS Defender
• iOS / iPhones / iPads
• Go To Assist, Sharepoint and general PC hardware knowledge for fixes and resolution

Here's a taste of the perks we roll out for our extraordinary team members:

25 Days of Holiday + 8 Bank Holidays: We're talking sun-soaked beaches, snow-capped mountains, or simply your favourite cozy spot at home. Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.

Birthday Bliss: Your birthday isn't just another day on the calendar; it's YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU.

Post-Wedding Bliss: Newlyweds, we've got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness.

Growing Families: We're all about supporting our Citation family, and that includes expectant parents. Vouchers and special perks await to celebrate the newest addition to your family.

Healthcare cash plan: Your well-being is our priority. That's why we offer private healthcare to ensure your peace of mind and keep you feeling your best.