1st Line Analyst

1st Line Analyst Role: 1st Line Analyst Location: Ipswich Salary: £18,000 to £24,000 DOE Industry: MSP Are you a passionate 1st Line Support Analyst looking to kickstart your career? Do you want the opportunity to work for a leading UK-based MSP who prioritise staff training and progression? Do you have experience of logging and processing customer tickets, and working to SLA's? Client: Concept IT are looking for a 1st Line Analyst to work for a busy MSP based in Ipswich. My client provides a busy service desk to customers all over the UK and due to a sustained period of growth are looking to expand their IT team. Role: To help restore customers' IT systems, over the phone or on email. Ensuring the customers receive the highest level of support, working closely with the technical teams to investigate, troubleshoot and support IT infrastructure, hardware, and software across our customer locations. Key Responsibilities
• Answering calls and providing 1st line issue resolution
• Ticket logging and classification
• Proactive update to customers
• Resolution and ownership of tasks
• Informing customer of 3rd party issues known
• Escalation and assignment of the ticket to senior engineer where basic fixes will not resolve the issue Technical Requirements and Qualifications
• Knowledge of Windows operating systems, both pc and servers
• Basic understanding of networking (DNS, DHCP, switching, routing, VPN)
• Any SharePoint experience would be beneficial
• Office 365 Technologies
• Awareness of technology/comms/network services
• Customer service qualifications advantageous
• Holds minimum A levels in English and other relevant subjects (e.g., IT, Physics, Maths) Person Specification
• Experienced in helpdesk
• Ability to think clearly and logically, with excellent troubleshooting skills
• Excellent team player, flexible, responsive, takes ownership and can work on the detail in a real time environment
• The ability to communicate clearly and concisely with customers.
• Results orientated - driven by customer satisfaction This job was originally posted as www.totaljobs.com/job/94415332

Similar searches: Permanent, Full Time, Technology, Ipswich