1st Line Technical Support Analyst - Contractor Information Technology

1st Line Technical Support Analyst - Contractor

* Role sits inside IR35*

Perform 1st line duties for the Information Technology Service Desk in accordance with all Service Desk procedures and SLA’s, providing support for internal users within SSTL across multiple sites.

• Receive calls from users in relation to any technical incident or query
• Accurate logging of helpdesk submissions into the IT Group’s Service Desk tool along with full notes of actions taken
• Preliminary investigation of all requests via telephone, email or remote admin tools, resolving or escalating as necessary using generic fault finding techniques
• Continued development of SOP’s for ‘quick win’ solutions where tickets can be resolved before escalation
• Monitoring of Service Desk email systems and phones – Taking calls to the Group’s DDI
• Regular review of escalated tickets to ensure they are maintaining Service Level Agreements (SLA’s)
• Administration of general IT activities, including documentation and procurement
• Other tasks as directed by the Service Delivery Manager/Head of IT

• Diploma or NVQ in IT related or communications subject desirable but not essential
• Awareness of ITIL or equivalent would be an advantage.

• General experience with using computers
• Previous customer facing role

• Strong communications/telephone skills
• Excellent customer service skills
• Knowledge of Windows operating system
• Knowledge of the Microsoft Office suite
• Good analytical and problem solving skills
• Ability to work in a team environment
• Ability to work under pressure
• Able to demonstrate company mindsets; accountability, one team, customers and projects rule and audacity

Full time. Hours will be on a shift basis within the team to cover a period between 8am and 6pm

SSTL prides itself on being a super flexible company. The role is based in our Head Office in Guildford

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