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• 1st Line Support Analyst

1st Line Support Analyst

Added 15th September 2023

Our client is currently managing multiple projects across the organisation. Due to the temporary secondment of one team member to another department, we are seeking an individual to provide essential 1st line support on the Service Desk. This role involves working collaboratively as part of a 4-person team.

Responsibilities

Respond to IT queries from both internal and external stakeholders

Approximately 30% of your responsibilities will involve handling phone-based queries. This includes logging calls, striving for a first-time resolution, or escalating to the 2nd line support team when necessary

Approximately 70% of your tasks will be web-based. This will entail reviewing support tickets, ensuring they contain sufficient information for resolution. In some cases, a screen share may be necessary to resolve issues, or you may need to escalate to the 2nd line support team

A fundamental understanding of 1st line IT support is required for this role. However, our client is committed to providing the necessary training to excel in responding to telephone and web-based queries

Essential Skills

Commercial experience of providing 1st line support on a Service Desk