First Line Service Desk Analyst

InfraView - Specialist Cloud & IT Infrastructure Technology Recruitment; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company as a First Line Support Desk member, where you'll enjoy a clear career progression path and ongoing training. This role offers the chance to work closely with clients, troubleshoot issues, and collaborate with experienced engineers. With significant opportunities for advancement in the Cloud and Cisco space, you'll be supported by a senior mentor to help you grow your skills. If you're eager to develop your career in IT and thrive in a dynamic environment, this is the perfect opportunity for you.

Qualifications

• Experience in a 1st line troubleshooting role is essential.
• Familiarity with Microsoft 365 and Windows 10 is required.

Responsibilities

• Troubleshooting 1st Line issues through to resolution.
• Collaborating with engineering teams to resolve issues.
• Managing customer escalations effectively.

Skills

1st Line Troubleshooting

Microsoft 365

Windows 10

Soft Skills

Education

12 months experience in a 1st line troubleshooting role

Job description

InfraView - Specialist Cloud & IT Infrastructure Technology Recruitment Pay Range

This range is provided by InfraView - Specialist Cloud & IT Infrastructure Technology Recruitment. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base Pay Range

Direct message the job poster from InfraView - Specialist Cloud & IT Infrastructure Technology Recruitment for details.

Job Overview

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? Join a Top Leading Solution Provider working 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 grow.

Requirements

Educational or practical experience in:

• 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 through to resolution or following the required escalation path
• Collaborating with 2nd/3rd/4th Line engineering teams to resolve issues
• Working with third parties to book hardware replacements and repairs, updating tickets to provide full visibility
• Managing customer escalations effectively using soft skills
• Proactively communicating with customers for clear and consistent updates
• Participating in a shift pattern

Shift Patterns

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

There is an opportunity to progress to 2nd line within 18 months, and beyond. Many Solutions Architects started in this role and advanced within the business.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting

Referrals can double your chances of interviewing at InfraView - Specialist Cloud & IT Infrastructure Technology Recruitment.

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