First Line Service Desk Analyst

JR United Kingdom; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a motivated individual for their First Line Support Desk. This role offers a unique opportunity to develop your skills in the Cloud and Cisco space while receiving mentorship and support for career progression. You will troubleshoot 1st line issues, collaborate with higher support levels, and manage customer escalations effectively. With a clear path to advance to 2nd line support within 18 months, this position is perfect for those looking to build a lasting career in IT. Join a company that values your development and offers unlimited training opportunities.

Qualifications

• 12 months experience in a 1st line troubleshooting role.
• Familiarity with Microsoft 365 and Windows 10.

Responsibilities

• Troubleshooting 1st Line issues to resolution or escalation.
• Collaborating with higher support levels to resolve issues.
• Managing customer escalations effectively using soft skills.

Skills

1st line troubleshooting

Microsoft 365

Windows 10

Customer communication

Job description

Job Title: InfraView - Specialist Cloud & IT Infrastructure Technology Recruitment

Location: Surrey, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views: 4

Posted: 08.05.2025

Expiry Date: 22.06.2025

Job Description:

Are you looking for a role that offers an outstanding career path with support into engineering? Do you want to work for a business invested in your progression, with access to unlimited training and development? This is an opportunity to work at a top leading solution provider on their First Line Support Desk, with significant opportunities to progress and build a career within the Cloud & Cisco space.

Your duties will include processing tickets and assisting with client continuous improvement plans. You will be assigned a senior mentor to help you improve your skills.

Required Qualifications:

• 12 months experience in a 1st line troubleshooting role

In any of the following tech areas:

• Microsoft 365
• Windows 10

Main Responsibilities:

• Troubleshooting 1st Line issues to resolution or escalating as necessary
• Collaborating with higher support levels to resolve issues
• Working with third parties for hardware replacements and repairs, updating tickets throughout the process
• Managing customer escalations effectively using soft skills
• Providing clear and consistent communication to customers
• Participating in shift patterns

Shift Patterns:

• Early: 7:00 - 15:30
• Middle: 9:00 – 17:30
• Lates: 10:30-19:00
• Nights: 21:30 – 5:30 (soon to be removed)

There is potential for progression to 2nd line within 18 months, with opportunities to advance further within the company, including roles such as Solutions Architect.

Please note: If you are not a passport holder of the country for the vacancy, you might need a work permit. For more information, check our blog.

Applicants should not provide bank or payment details when applying. All applications must be submitted via the 'Apply now' button.

Created on 08/05/2025 by JR, United Kingdom.