Information Technology Help Desk Support (1st line)

Sharp UK; High Wycombe; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a 1st Line Support Analyst to join its dynamic helpdesk team. This role offers a fantastic opportunity to provide IT support to a diverse client base while managing support tickets efficiently. You'll play a key role in ensuring excellent service delivery, maintaining client satisfaction, and developing your technical skills in a supportive environment. With a focus on professional communication and client service, this position is perfect for someone eager to grow in the IT field. Join a company that values your development and offers a range of benefits to enhance your work-life balance.

Benefits

26 days holiday plus bank holidays

Private healthcare

Life insurance

Dental cover

Critical illness cover

O2 discounts

Study support

Discounted gym membership

Qualifications

• Basic technical knowledge and experience in IT.
• Familiarity with Microsoft Server and Desktop Operating Systems.

Responsibilities

• Own and progress support tickets, ensuring timely updates.
• Meet KPIs to maintain high service standards.

Skills

Client Service Focus

Communication Skills

Basic Technical Knowledge

Microsoft Server and Desktop OS

Microsoft 365

Azure

Networking

Firewalls

Virtualisation

Antivirus Solutions

Tools

Remote Monitoring and Management Tools

Job description

1st Line Support Analyst

Location: High Wycombe HP11 1JU (Hybrid)

Department: Helpdesk

Sharp IT Services is seeking a 1st Line Support Analyst to join our helpdesk team. This role involves providing IT support to a diverse client base, managing support tickets efficiently, and ensuring excellent service delivery to maintain client satisfaction and retention.

Key Responsibilities

• Own, update, and progress support tickets, ensuring clients receive timely updates
• Meet Key Performance Indicators to maintain high service standards
• Develop technical proficiency through continuous learning
• Prioritise and organise daily tasks to align with client expectations
• Communicate professionally and effectively with clients and colleagues
• Represent Sharp IT Services in a professional manner at all times

Skills and Experience

• Friendly, personable, and professional approach
• Strong client service focus
• Excellent written and verbal communication skills
• Basic technical knowledge and experience in IT
• Familiarity with Microsoft Server and Desktop Operating Systems
• Basic understanding of Microsoft 365, Azure, networking, firewalls, virtualisation, backup, and antivirus solutions
• Awareness of Remote Monitoring and Management tools

Benefits

• 26 days holiday plus bank holidays
• Private healthcare, life insurance, dental, and critical illness cover
• O2 discounts
• Study support
• Discounted gym membership

This is an excellent opportunity for someone looking to develop their IT skills in a supportive and professional environment. Apply now to join the team.