1st Line Technical Support Analyst

<p>Job Description</p><br>Please make an application promptly if you are a good match for this role due to high levels of interest.<br><p>Overview</p><p>We’re looking for a proactive and customer-focused IT Service Desk Analyst to join our Information Systems team. In this role, you’ll provide first-line technical support to internal users, ensuring a high level of service in line with established procedures and SLAs.</p><p>Key Responsibilities</p><ul><li>Act as the first point of contact for all IT-related incidents and service requests via phone, email, and walk-ins</li><li>Log and manage tickets accurately within the Service Desk system, including detailed notes of actions taken</li><li>Perform initial troubleshooting and investigation using remote tools, resolving issues where possible or escalating when required</li><li>Support users face-to-face with technical queries and provide effective solutions where possible</li><li>Contribute to the development of standard operating procedures (SOPs) and “quick win” fixes</li><li>Monitor Service Desk inboxes and phone lines, ensuring timely responses to all queries</li><li>Track escalated tickets to ensure compliance with Service Level Agreements</li><li>Assist with general IT administration, including documentation and procurement activities</li><li>Support additional tasks as directed by IT leadership</li></ul><p>About You</p><p>Qualifications</p><ul><li>Diploma or NVQ in IT or a communications-related subject (desirable, not essential)</li><li>Awareness of ITIL or similar frameworks is advantageous</li></ul><p>Experience</p><ul><li>Comfortable using computers and common business applications</li><li>Previous experience in a customer-facing role</li></ul><p>Skills & Knowledge</p><ul><li>Strong communication and xwzovoh telephone skills</li><li>Excellent customer service approach</li><li>Working knowledge of Windows operating systems</li><li>Familiarity with Microsoft Office (Word, Excel, Outlook)</li><li>Good analytical and problem-solving abilities</li><li>Ability to work effectively both independently and as part of a team</li><li>Comfortable working under pressure in a fast-paced environment</li></ul><p>What We’re Looking For</p><p>A team player who demonstrates accountability, a customer-first mindset, and the confidence to take initiative and solve problems.</p>