IT Support Analyst

Xpertise Recruitment; Stoke-on-Trent; On-site; GBP 26,000 - 28,000; Full time

Job summary

An established industry player is seeking a dedicated IT Support Analyst to join their team. This role focuses on providing first-line support to end users, ensuring incidents and requests are handled efficiently. Ideal candidates will possess strong communication and analytical skills, with a customer service ethos. This is a fantastic opportunity for those looking to grow in the tech field, especially for entry-level candidates with a relevant degree. Join a dynamic environment where your contributions will directly impact user satisfaction and service quality.

Qualifications

• Experience in Help Desk or First Line Support is essential.
• Entry Level candidates with a Tech-related Degree are welcome.

Responsibilities

• Provide Service Desk support and assist end users with incidents and requests.
• Log all incidents and service requests accurately in the Service Desk portal.

Skills

Help Desk

First Line Support

Customer Service

Tech-related Degree

Good IT skills

Excellent communication skills

Analytical and problem-solving skills

Education

Tech-related Degree

Job description

IT Support Analyst (First Line)

Location: Stoke (4 days per week on site)

Salary: 26-28k

Applications accepted from candidates with experience in:

• Help Desk
• First Line Support
• Customer Service/Call Centre (with interest in Tech)
• Entry Level candidates with a Tech-related Degree

Key Responsibilities:

Provide all Service Desk support activities and assistance to end users, including recording and resolving incidents, requests, and problems. This includes diagnosing and triaging hardware requests and builds.

Ensure all end user incidents and service requests are clearly logged in the Service Desk portal, maintaining accurate records until resolution.

Perform basic troubleshooting on supported technologies and applications, identify recurring issues, and raise problem tickets as appropriate to progress toward resolution.

Essential Skills:

• Good IT skills
• Ability to work under demanding timelines
• Strong team-oriented mindset but capable of working independently
• Excellent communication skills
• Strong organisational and prioritisation skills
• Effective decision-making skills
• Ability to adapt and reprioritise solutions within tight timeframes
• Ability to interpret complex requirements
• Willingness to learn and commitment to quality and continuous improvement
• Customer service ethos (end user focused)
• Excellent analytical and problem-solving skills