Hybrid IT Support Analyst - First Line

Agilis Recruitment Ltd; Kinross; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Agilis Recruitment Ltd. is partnering with an established organisation to recruit a 1st Line Support Analyst on a full-time, permanent basis in a hybrid environment in the United Kingdom.

You will deliver first-line IT support to end users, troubleshoot a range of hardware, software, and connectivity issues, and record incidents with ServiceNow while aiming to meet SLAs. The role suits someone with a customer-service mindset, basic technical understanding, and a genuine interest in developing

Qualifications

• Basic technical understanding with ability to troubleshoot straightforward IT issues.
• Basic knowledge of network troubleshooting desirable.
• Strong customer service mindset and professional telephone manner.

Responsibilities

• Provide first-line IT support to end users across hardware, software, network and connectivity issues.
• Initial troubleshooting and resolving issues within agreed SLAs.
• Log and prioritise incidents and service requests using ServiceNow.
• Escalate more complex issues to internal teams or third-party suppliers.
• Take ownership of customer issues and keep users updated through resolution.
• Support IT administration and maintain accurate IT asset records.
• Contribute to continual service improvement initiatives.
• Perform testing when updates are released to the ServiceNow platform.

Skills

IT troubleshooting

Customer service

Independent work

Team player

Tools

ServiceNow

Job description

Agilis Recruitment Ltd. is partnering with an established organisation to recruit a 1st Line Support Analyst on a full-time, permanent basis in a hybrid environment in the United Kingdom.

You will deliver first-line IT support to end users, troubleshoot a range of hardware, software, and connectivity issues, and record incidents with ServiceNow while aiming to meet SLAs. The role suits someone with a customer-service mindset, basic technical understanding, and a genuine interest in developing