1st Line Support Analyst

Sharp Business Systems France; High Wycombe; Hybrid; GBP 26.000 - 34.000; Vollzeit

Benefits dieser Stelle

Hybrid working

Zusammenfassung

Sharp UK is seeking a 1st Line Support Analyst to join our High Wycombe helpdesk. The role offers hybrid working: 3 days in the office, 2 days from home, with a focus on delivering high-quality technical support and maintaining strong client communications.

You will manage and progress tickets, meet KPIs, and help grow your technical skills while contributing to team productivity. You will bring at least 2 years of IT support experience, solid knowledge of Windows Server/Desktop OS, Microsoft

Qualifikationen

• Minimum 2 years of IT support experience.
• Strong client-service mindset and professional communication.
• Intermediate knowledge of Windows Server/Desktop OS, Microsoft 365/Azure, networking and security.
• Awareness of backup solutions and RMM tools.

Aufgaben

• Own, update, and progress support tickets to reassure clients of service quality.
• Meet KPIs to maintain high standards of service delivery.
• Organise and prioritise daily workload to meet client expectations.
• Use technical knowledge to resolve issues and escalate when needed.
• Communicate clearly and professionally with clients and colleagues.
• Develop technical skills and contribute to team productivity.
• Represent Sharp IT Services professionally to support client retention.

Kenntnisse

IT support experience

Customer service mindset

Communication skills

Team player

Problem solving

Tools

Microsoft Server OS

Microsoft 365/Azure

Virtualisation

Networking

Firewalls & cyber security

Backup solutions

RMM tools

Jobbeschreibung

Hybrid working: 3 x in the office, 2 x from home

Are you personable, technically minded, and ready to take the next step in your IT career? Sharp UK is looking for a 1st Line Support Analyst to join our helpdesk team in High Wycombe. If you enjoy solving problems, providing outstanding client service, and developing your technical skills, we’d love to hear from you.

What You’ll Be Doing

You will deliver high quality technical support and maintain strong communication throughout when dealing with our valued clients. Reporting directly to the Helpdesk Manager, you’ll play a key role in managing and resolving support requests while helping us maintain our excellent reputation and client satisfaction.

Your responsibilities will include:

• Owning, updating, and progressing support tickets to give clients confidence in our service.
• Meeting Key Performance Indicators (KPIs) to ensure high standards of service delivery.
• Organising and prioritising your daily workload to meet client expectations efficiently.
• Using your technical knowledge to resolve issues and escalating where necessary.
• Communicating clearly, professionally, and positively with clients and colleagues.
• Actively developing your technical skills and contributing to team productivity.
• Representing Sharp IT Services professionally to support client retention and business growth.

What We’re Looking For

We’re seeking a motivated team player with a passion for IT and a strong client-service mindset. You’ll ideally bring:

• A friendly, professional, and approachable attitude
• A strong desire to grow your skills in IT support
• Excellent verbal and written communication skills
• At least 2 years’ experience in IT support
• Intermediate knowledge of:
  • Microsoft Server and Desktop Operating Systems
  • Microsoft 365 and Azure
  • Virtualisation, Networking, Firewalls, and Cyber Security
• Basic understanding of backup solutions and antivirus tools
• Awareness of Remote Monitoring and Management (RMM) tools