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1st Line Service Desk Support Analyst

Posted on Jan 23, 2020 by CRL

Cardiff, South Glamorgan, United Kingdom
Immediate Start
£18k - £20k Annual

An exciting new opportunity has arisen for an ambitious, hardworking 1st line service desk consultant to join this established MSP client based in Cardiff. This is a key role within the business and has a variety of responsibilities. In the first instance it is to provide 1st level technical support to customers with Microsoft and Wintel environments as part of their IT Managed Services agreements. This includes being the 1st responder to a customer request for support and providing incident management services.

This is a key role within the business, it is a Customer Services role and has a variety of responsibilities:-

First Line customer telephone and email support for the Service Desk

Assisting the Technical Consultants with remote monitoring services daily checks

Customer Service Report Production

Incident escalations management

Managing the Service Desk ticketing system


The essential responsibilities of the Junior Service Desk Consultant includes:-

Key Skills

  • Demonstrable professional approach to relationship building.
  • Team player.

Role Specific Responsibilities

  • 1st Line responder to customer incidents or change requests.
  • Daily system checks and responding to system alerts.
  • Management of the Service Desk tools.
  • Escalating to 2nd Level support and managing customer expectations.
  • Assisting with Service Reports.
  • Working with the A/C Managers on service improvement plans & service development.
  • Working closely with IT Operation and Technical Consultants.

Personnel Skills

Good written and verbal communication skills.

Good organisational and problem-solving skills.

Demonstrate a high level of independent judgment and initiative.

Be totally self-motivated and self-managed.

Reference: 831742349

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