First-Line IT Support Analyst - Fast, Impactful Help

Chorus; West of England; On-site; GBP 26,000 - 34,000; Full time

Job summary

Chorus is seeking a proactive IT Service Desk Analyst to join our support team in the West of England. You will be the first line of contact, resolving incidents, logging tickets, and keeping users informed through multiple channels.

You’ll work with Microsoft technologies, Windows OS, and core IT services, striving for high customer satisfaction and fast resolutions while following ISO-compliant processes and security guidelines.

Qualifications

• Experience providing IT support at 1st line level.
• Exemplary customer service and problem solving.
• Experience administering Microsoft technologies.
• Strong Windows desktop troubleshooting.
• Ability to configure and support Windows OS versions.
• Active interest in technology and how it can impact business operations.
• Team player with good interpersonal and communication skills.
• Positive attitude with a 'can do' approach.
• Willingness to learn and develop.

Responsibilities

• Engage with customers via multiple channels to deliver IT support.
• Act as first point of contact for service requests and incidents.
• Create, prioritise and assign tickets in the ITSM platform.
• Maintain records across the ticket lifecycle.
• Prioritise tickets to meet SLAs and targets.
• Provide first contact resolution target of 70% and first time fix 90%.
• Escalate tickets with proper handover notes.
• Maintain a daily closure rate of 25 tickets.
• Follow company policies for information security and quality management.
• Build good client relationships and understand client base.

Skills

1st line support

Customer service

Microsoft technologies

Troubleshooting

Windows OS

Communication skills

Team player

Calm under pressure

Willing to learn

Tools

Active Directory

DNS

DHCP

TCP/IP

Azure

MS Exchange

Job description

Chorus is seeking a proactive IT Service Desk Analyst to join our support team in the West of England. You will be the first line of contact, resolving incidents, logging tickets, and keeping users informed through multiple channels.

You’ll work with Microsoft technologies, Windows OS, and core IT services, striving for high customer satisfaction and fast resolutions while following ISO-compliant processes and security guidelines.