IT 1st Line Support Analyst

City Building Engineering Services (CBES); Glasgow; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading engineering services provider in Glasgow is seeking an IT 1st Line Support Analyst to provide front-line support for CRH business systems. The role focuses on customer care, problem-solving, and maintaining IT support standards. Ideal candidates will have a background in IT support, experience with Windows 10, and possess strong communication skills. This full-time position offers a fantastic opportunity for entry-level professionals.

Qualifications

• Experience of supporting enterprise desktop estates (Windows 10).
• Worked on a 1st/2nd line Service Desk.
• Ability to take ownership of issues to completion.

Responsibilities

• Provide FPOC support services on CRH business systems.
• Deliver support to existing business users.
• Help monitor the service desk and manage ticket levels.

Skills

Customer care

Communication skills

Ability to learn fast

Queue handling

Event and Log analysis

Education

Degree level qualification

S/NVQ for Information/ Communication Technology

ITIL v3 Foundation

Tools

Windows 10

Active Directory

Office 365

Job description

Overview

IT 1st Line Support Analyst are responsible for the provision of FPOC support services on CRH business systems and services.

Responsibilities

• Be a first point of escalation from the 1st line team with any queries and issues.
• Help monitor the service desk and manage tickets levels as required.
• Ensure ticket levels are kept at similar levels.
• Escalate problem tickets to a higher level if required.
• Look for trends with re-occurring issues.

• Administration
• Basic administration of the following systems
• Service Desk Management tool
• Desktop & Device Management tool
• AV Technologies
• Active Directory
• Office 365
• Remote Desktop Services
• MDM Support (Intune)

Key Result Areas

• Providing support, configuration and maintenance on CRH’s devices and services, by becoming an expert on the use of all aspects of these systems.
• Delivering support to existing business users and investigating and resolving faults.
• Working with colleagues in identifying and proposing system changes, better uses, enhancements and developments and liaising with appropriate vendors, users and the IT Team.

Skills/Experience

Professional/Academic/ Vocational Qualifications

• Ideally educated to S/NVQ for Information/ Communication Technology, or sound experience in a comparable role.
• Worked on a 1st/2nd line Service Desk
• Degree level qualification
• ITIL v3 Foundation

Specific Knowledge

• Experience of supporting enterprise desktop estates (Windows 10)
• Administration of Windows Desktop (GPO & Remote management)
• Ticket handling knowledge
• Experience of supporting iOS and Android devices

Specific Skills

• Ability to learn fast and take ownership of issues to completion.
• A good technical base of understanding and decision making.
• Queue handling ability
• People skills
• Event and Log analysis experience.
• Good telephone manner, customer care, communication skills

Demonstrated Behaviours

• Excellent verbal and written communication skills
• Pragmatic and flexible approach
• Can-do attitude
• Excellent interpersonal skills
• Information acquisition

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Construction