1st Line Support Analyst

Sharp Business Systems France; Stockport; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Sharp UK is seeking a 1st Line Support Analyst in Stockport. The role is hybrid with 3 days in the office and 2 days from home. You will deliver high-quality technical support, manage tickets, and maintain excellent client service while developing your IT skills.

You should have at least 2 years of IT support experience and strong communication skills. A proactive team player mindset and a professional demeanor are essential for helping Sharp IT Services grow and retain clients.

Qualifications

• Minimum 2 years of experience in IT support.
• Strong verbal and written communication skills.
• Friendly, professional attitude with a client-service mindset.
• Intermediate knowledge of Microsoft Server and Desktop Operating Systems.
• Knowledge of Microsoft 365 and Azure.
• Familiarity with virtualization, networking, firewalls, and cybersecurity.

Responsibilities

• Own, update, and progress support tickets to keep clients informed and confident in our service.
• Meet KPIs to ensure high standards of service delivery.
• Organise and prioritise daily workload to meet client expectations efficiently.
• Use technical knowledge to resolve issues and escalate when necessary.
• Communicate clearly and professionally with clients and colleagues.

Skills

IT support

Communication

Client service

Job description

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 Stockport. 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 esc... 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