Technical Support Analyst - 1st Line

Bluebell IT Solutions; Blisworth; On-site; GBP 22,500 - 27,500; Full time

Benefits offered by this job

Company pension

Gym membership at office location

Free on-site parking

Employee Assistance and Wellbeing Program

25 days holiday a year

High powered laptop

Ongoing training opportunities

Job summary

An IT management firm located in Blisworth is seeking a Technical Support Analyst to manage first-level support requests and handle helpdesk tickets. The ideal candidate will have at least 1 year of experience in a similar role, excellent customer service skills, and the ability to prioritize tasks effectively. This position offers opportunities for training and career growth within the IT sector.

Qualifications

• Minimum 1 year experience in a Technical Service Desk role.
• Ability to drive to Blisworth for the shift.
• Experience with support tools and technology.

Responsibilities

• Acting as first point of contact for support requests.
• Providing a quick and friendly experience for clients.
• Using ticketing system to manage and resolve issues.

Skills

Excellent customer service skills

Strong problem-solving skills

Ability to prioritize tasks

Good communication skills

Job description

Bluebell IT Solutions offers a range of IT management and consultancy services and is a Microsoft Silver partner and Cyber Essentials Plus certified. Located in Blisworth, we serve Milton Keynes, Northamptonshire, Buckinghamshire, and Bedfordshire. We deliver tailored solutions to a diverse range of industries including education, health care, manufacturing, construction, financial services, transport, and hospitality. Our services include IT infrastructure, management, consultancy, cloud services, and security. Our team has extensive experience in IT management and support, storage and data protection, cyber security, and Microsoft 365, ensuring robust and reliable solutions for our clients.

Salary Bracket

The number one goal of everyone in our team is to make our clients exceptionally happy. The Technical Support Analyst plays an important role in making sure that happens.

The Technical Support Analyst handles the first level support requests that come in from our clients. They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the client is informed of what to expect every step of the way.

When help is needed the Technical Support Analyst can get help from or escalate issues to other members in the Operations Team.

The successful candidate should have:

·A minimum of 1 year experience working in a busy Technical Service Desk role, ideally at an MSP

·Excellent customer service and communication skills (verbal and written)

·Be able to drive to Blisworth for the shift

·Ability to prioritise tasks on a busy and fast paced Service Desk

·Ability to work well in a team and under own initiative

·Great problem-solving skills

RESPONSIBILITIES

Customer Service

·Acting as the first point of contact via phone, email or ticket

·Providing a friendly, quick and helpful experience for our clients

·Escalating tickets to 2 nd line team and collaborating with team members

Use of our ticketing system

·Use our ticketing system to work on and resolve helpdesk tickets & service requests

·Managing and recording all work though our ticketing system

·Make sure that client documentation is well maintained

·Split tickets that have several issues into their own individual ticket

·Make sure that tickets aren’t “stale” throughout the process

Use of our monitoring and management tool

·Review RMM dashboard and apply remediation actions as indicated by our processes

·Review regularly scheduled/automated actions as indicated by our processes

Communication, Reporting and Risk

·Escalate tickets that require Technical Support Analyst assistance

·Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue

·Identify, communicate and mitigate potential risks to the account manager and clients

Teamwork

·Follow the schedule provided by the Operations Manager

·Follow all our security procedures, keeping a vigilant eye for security issues

·Identify opportunities for improvement and make constructive suggestions for change

·Undertake other duties as required by the Operations Manager

SKILLS

·A love of (and ability to) solve problems & challenges

·Great communications skills, founded in being a good listener

·An understanding of support tools, techniques and how technology is used to provide services

·Strong understanding of operating systems, business applications, printing systems and network systems

·Must be able to type quickly and accurately while talking on the phone

·Knowledge of IT Applications, Software & Hardware

·The ability to keep up with & adapt to the fast-paced IT world

Technical Skills

·Basic network concepts

·Basic understanding of security concepts

·Company pension

·Gym membership at office location

·Free on-site parking

·Employee Assistance and Wellbeing Program

·25 days holiday a year

·High powered laptop

·A proactive approach to ongoing training to help you develop life-long skills

Training

·Training certification paths will be provided with access to world class training platforms which include:

·CompTIA Qualifications

·Microsoft Qualifications

·Networking & Security Courses

CAREER GROWTH

• For someone looking to progress their role, the Technical Support Analyst naturally leads into roles such as: the 2 nd Line Support Analyst, Network Engineer, Solutions Architect, Account Manager, or Service Delivery Manager.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at Bluebell IT Solutions by 2x

Sign in to set job alerts for “Technical Support Analyst” roles.

Milton Keynes, England, United Kingdom 5 days ago

Banbury, England, United Kingdom 1 month ago

2nd Line IT Support Analyst (12-Month FTC)

Milton Keynes, England, United Kingdom 4 days ago

Milton Keynes, England, United Kingdom 1 week ago

Adderbury, England, United Kingdom 3 weeks ago

Aylesbury, England, United Kingdom 1 month ago

Milton Keynes, England, United Kingdom 3 weeks ago

Milton Keynes, England, United Kingdom 3 days ago

Milton Keynes, England, United Kingdom 2 weeks ago

Milton Keynes, England, United Kingdom 1 day ago

Banbury, England, United Kingdom 6 days ago

IT / Software Support Analyst - SQL / Saas / Applications

Banbury, England, United Kingdom 3 weeks ago

Client Systems Application Support Analyst

Milton Keynes, England, United Kingdom 6 days ago

Ampthill, England, United Kingdom 3 days ago

Corby, England, United Kingdom 5 days ago

Buckingham, England, United Kingdom 6 days ago

Milton Keynes, England, United Kingdom 3 months ago

Bedford, England, United Kingdom 2 weeks ago

Northampton, England, United Kingdom £25,000.00-£25,000.00 1 month ago

Council Tax/Business Rates Support Consultant

Milton Keynes, England, United Kingdom 1 week ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.