Technical Support Analyst Level 1

Verelogic; England; On-site; GBP 25,000 - 30,000; Full time

Job summary

A reputable IT services firm is seeking a Tier 1 Technical Support Analyst to provide first-line IT support, ensuring excellent customer service across multiple sites. The role requires GCSEs and previous experience in customer service or technical support environments. Knowledge of IT systems and strong communication skills are essential. Join a dynamic service desk team to build your technical skills in a collaborative environment.

Qualifications

• GCSEs including Maths and English or equivalent is mandatory.
• Prior experience in a technical support environment is advantageous.
• Knowledge of IT systems and service desk operations required.

Responsibilities

• Act as first point of contact via phone, email, or chat.
• Log and resolve support tickets efficiently.
• Provide support across various IT systems and hardware.

Skills

Customer service experience

IT systems knowledge

Strong communication skills

Collaboration skills

Education

GCSEs including Maths and English

A-levels or BTEC or IT-related qualifications

Tools

Microsoft 365

Ticketing tools

Job description

Overview

Our client is seeking a Tier 1 Technical Support Analyst to join their busy service desk team. This role involves providing first-line IT support across multiple sites, resolving tickets efficiently, and maintaining excellent customer service. The successful candidate will also assist with user training, process documentation, and occasional onsite support.

Key Responsibilities

• Act as first point of contact via phone, email, or chat.
• Log, assign, and resolve support tickets, escalating where appropriate.
• Provide support across Microsoft 365, workstations, servers, printers, networks, and vendor applications.
• Carry out daily system checks and asset management tasks.
• Contribute to knowledge base documentation and process improvements.
• Undertake training to build technical skills and certifications.

What they\'re looking for

• GCSEs (including Maths and English) or equivalent.
• Previous experience in customer service or a technical support environment.
• Knowledge of IT systems, ticketing tools, and service desk operations.
• Strong communication skills and a collaborative, team-focused approach.

Desirable

• A-levels, BTEC, or IT-related qualifications.
• Microsoft 365 administration knowledge.
• Experience within a managed service provider (MSP).