Technical Support Analyst - 1st

Gotpeople are working closely with a dynamic local IT company looking for Technical Support Analysts - 1st line.

• 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 site for the shift (must have own transport)
• 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

• Acting as the first point of contact via phone, email or ticket
• Providing a friendly, quick and helpful experience for our clients
• Providing 2nd level support remotely
• Collaborating with team members

• Use our ticketing system to work on and resolve helpdesk tickets & service requests
• Managing and recording all work through 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
• SKILLS
• Desired
• 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
• A deep desire to deliver an amazing client experience Knowledge of IT Applications, Software & Hardware
• The ability to keep up with & adapt to the fast paced IT world

• Microsoft 365
• Microsoft Azure/Entra & Intune
• Microsoft Windows
• Desktop & server operating systems
• Infrastructure
• Basic network concepts
  
  Security:
• 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