1st Line Support Analyst

The Citation Group; Wilmslow; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

25 days holiday + 8 bank holidays

Birthday day off

Post-wedding leave options

Vouchers for growing families

Healthcare cash plan

Job summary

The Citation Group is hiring for an IT Service Desk professional to be the first point of contact for internal staff across two sites. You will handle requests via portal, phone and in person, providing 1st line support and keeping customers informed throughout the lifecycle of incidents.

We value excellent customer service, clear communication, and a proactive approach to resolving issues while maintaining accurate records and contributing to a high-quality IT environment.

Qualifications

• Excellent customer service skills with a friendly and approachable manner.
• Empathy and understanding of customer needs.
• Effective organisation and time management skills.
• Good technical understanding of computers, networks and communications systems.
• Exceptional attention to detail.
• Ability to work accurately under pressure.
• Excellent communication and interpersonal skills.

Responsibilities

• Supporting internal staff over 2 sites on a weekly basis.
• Receiving and handling requests for service via portal, telephone or face to face, following SLA procedures.
• Log incidents and service requests with accurate records.
• Identify and classify incident types and service interruptions.
• Provide 1st line technical support to staff.
• Act as customer liaison and deliver excellent customer experience.
• Take ownership of user requests and be proactive in issue resolution.
• Provide updates to customers on call progression.
• Administer required systems and documentation.
• Liaise with 2nd/3rd line and vendor support teams as needed.
• Escalate calls when necessary and monitor SLA performance.
• Maintain the IT asset register.
• Travel to other offices as required.
• Support hours: 8am–6pm, Monday to Friday, with a shift rota.

Skills

Customer service

Empathy

Organisation

Attention to detail

Communication

Teamwork

Tools

Windows 11

M365

Active Directory

ITSM Tools

MS Outlook

MS Teams

GoToAssist

SharePoint

Job description

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
• 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.