Job Reference: BBBH37680
Job Duration:
Start date: ASAP
Description:
1st Line Technical Support Analyst - £21,000 - £32,000 - Reading
Role: 1st Line Support
Location: Reading
Salary: £21,000 - £32,000
Industry: MSP
Are you an experienced technical support analyst looking for the next step in your career?
Do you want the opportunity to work for a fast-growing MSP who prioritise staff training and progression?
Do you have experience of logging and processing customer tickets, and working to SLA's?
Client:
Concept IT are looking for an experienced IT Support analyst to work for a busy SME MSP based in Reading. My client provides a busy service desk to customers all overthe world and due to a sustained period of growth are looking to expand their IT team.
The role is either worked on a shift basis - (7:00-15:30, 9:00-5:30 - 10:30- 19:00) (£21-24k)
Or is worked on a 4 on 4 off basis with 24/7 rota (£26-£32K +£2.7K Shiftallowance)
Role:
* Provide 1st line / Platform Support for any information technology issues and problems
* Answer allincoming 1st line calls in a professional, confident, and timely manner following contractual SLAs and KPIs
* Analyse the nature of queries and customer problems and provide suitable solutions within satisfactory timescales.
* Develop and maintain communication skills appropriate to the environment
* Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues
* Establish and maintain high levels of incident ownership through incidentlifecycle to a satisfactory conclusion
* Ensure a high standard of ticket management and quality of information within the ITSM tool suite
* Monitor, troubleshoot and escalate alerts.
Desired Requirements:
* Proven track record with customer service skills
* Exceptional communication skills, both verbal and written
* Experience in ITSM tool, e.g Servicenow
* Proven problem-solving skills with the ability to identify root cause
* Knowledge of Business-related applications
* Possess theability to work under pressure in a fast-moving environment
* Experience and ability to train and mentor colleagues and SDA team
Advantageous Requirements:
* Citrix CCA-V
* Microsoft MCSA-MCSE or roles-based certificates
* Knowledge of troubleshooting Platform and 1st line issues
* French or German Speaking would be a great advantage
* Any additional IT certifications and/or accreditations an advantage
This is an immediate requirement, therefore if you are anyone you know is interested,please forward your most up to date CV with contact details to Jack Bannister at for consideration.
Keywords:
Citrix - VMWare - 0365 - AWS - AZURE - WSUS - Active Directory - SLAS - KPI's - INTUNE - SCCM - Veeam - SQL - 1st
Industry: IT
Salary: £21000 - £32000 per annum + On call, Overtime, Benefits
Salary Benefits: On call, Overtime, Benefits
Vacancy Type: Permanent
Job Skills: -
Contact Name: Jack Bannister
Website: -
Direct Application URL: -