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1st Line Service Desk Analyst

1st Line Service Desk Analyst

Global Technology Solutions LtdWiltshire, UK
7 days ago
Salary
£22,500.00–£27,000.00 yearly
Job type
  • Full-time
  • Permanent
Job description

Job Title : 1st Line IT Support Engineer

Employment Type : Permanent, Full-time

Location : Chippenham

Position Overview

The 1st Line IT Support Engineer will be welcomed into our clients positive team environment in Chippenham. This role is ideal for an IT Support Engineer with 1-2 years of service desk experience or someone looking to progress from an entry-level IT background. We are looking for a methodical problem-solver with an enthusiastic, "can-do" attitude.

If you have ambition and a growth mindset, this is a fantastic opportunity to learn, progress, and study to become an exceptional technical professional.

Key Responsibilities

  • Ensure all Service Desk communications (phone calls and emails) are answered promptly and professionally
  • Identify, log, and categorize support requests
  • Resolve issues at first contact using standard operating procedures and knowledge base
  • Troubleshoot and resolve basic technical issues
  • Provide customers with regular updates, ensuring progression aligns with Service Level Targets
  • Record all actions and diagnostics accurately in the Service Management Tool
  • Build, install, and configure computer hardware and software

Essential Skills & Experience

  • Exceptional customer service skills and telephone manner
  • Experience working on a service desk
  • Experience collaborating with 3rd party software / solution providers
  • Desktop support experience
  • Familiarity with laptop and desktop builds
  • Active Directory Administration (passwords, users, groups, permissions)
  • Office 365 Administration (passwords, users, groups, permissions)
  • Laptop / PC diagnostics, upgrades, and repair

    • Qualifications

    No formal qualifications are required, but relevant technical skills and / or experience are necessary.

    Who You Are

  • You prioritize excellent customer service and have an enthusiastic, "can-do" attitude
  • You are eager to learn from others and contribute value to our customers
  • You have a willingness to learn, progress, and develop your IT skills

    • Additional Information

  • Working Hours : 37.5 hours per week (Monday - Friday). Some occasional weekend and out-of-hours work may be required.
  • Travel : Travel to customer sites may be necessary, so flexibility is required.
  • Security Requirements : This role requires DBS and BPSS security checks .

    • Salary & Benefits

  • Salary Range : £22,500 - £27,000 per annum (experience-based, benchmarked in the industry and region)
  • Private Healthcare
  • Unlimited Holiday

    • This is a fantastic opportunity to join a welcoming, dynamic company offering a great culture and the chance to build a successful career.