1st Line Technical Support Analyst
Posted on Sep 10, 2021 by CV-Library
We are searching for an enthusiastic and hardworking 1st Line Technical Support Analyst for our client, an exciting friendly, dynamic and supportive team business based out of offices in Reading.
Our client encourages passion, ambition and collaboration both in the performance of the team and also the performance of individual team members.
New ideas are encouraged daily, and they actively promote involvement in the development and direction of their products and services, as well as finding more efficient ways to work.
Within this business customers come first - they believe the efficiency of their service is only as strong as the people who play a vital role in maintaining it. Central to this is their service desk and the people who work closely with their customers to ensure availability of key applications and systems at all times, working to minimise impact of any incidents that may occur.
We are currently looking for an enthusiastic IT Technical Support Analyst with a keen interest in Application Support to join our team. Someone with drive, passion and creativity, to help keep the team at the cutting edge of technology.
Working as an IT Support Analyst you will ensure customer enquiries and incidents are resolved in a timely and professional manner, whilst delivering a world class customer service experience.
You will ensure the internal system is used to record and control all service desk contact, with the accurate prioritisation, investigation, and resolution of incidents. Additionally, you will be required to assist the 2nd Line, DevOps and Development teams with the investigation of application bugs and issues.
You will also be a key contributor to knowledge enhancement by proactively creating and updating knowledge base articles to improve fault resolution at the 1st Line level.
This is a great opportunity to join a business that encourages professional development with real opportunities for growth and promotion internally.
Our client likes to hire ambitious and passionate people into their business, and they are proud of the steps they take to maximise potential in their employees, nurturing and supporting professional and personal development.
Specific skills and technologies can be learned, and you will be provided with application, systems and product training. Your adaptability, aptitude and attitude are the most important thing in helping them to set you on the path to success!
To be considered for this role you will be a strong communicator with high attention to detail, ideally with previous experience in a technical Service Desk, IT Support or Application Support role.
You should also have the following;
Minimum A-level standard or equivalent.
Highly analytical with excellent organisation and problem-solving skills.
Willingness to take ownership of issues and manage progress until resolved.
Ability to actively listen and understand user requirements and translate into technical solutions.
Customer Service experience
Desirable but NOT essential skills;
CompTIA A+ or equivalent.
ITIL v3 Foundation or previous Service/Support Desk experience
Basic Windows troubleshooting skills.
Basic networking troubleshooting skills (LAN/WAN, IPs, internet, etc).
IT Security (firewalls, anti-virus, etc).
Application & Software Support.
Experience of technical authoring both internal (knowledge base) and customer-facing support documentation or articles.
Our client offers competitive salary and an excellent benefits package including the following and more;
25 days' holiday, with optional 5 days unpaid leave per year.
Annual lifestyle allowance of £300 to put towards an activity of your choice.
Cycle to Work scheme and Gym Flex scheme.
Internal coaching/mentoring system throughout your time here.
Focus on training and career progression.
Pension & Insurances
Healthcare / Medical OptionsKEYWORDS
1st Line Technical Support Analyst, Application Support, Service Desk, Fault Resolution, DevOps, CompTIA A+, ITIL, Windows OS, LAN/WAN, IT Security, Firewalls, Technical Authoring.
Please note that due to a high level of applications, we can only respond to applicants whose skills and qualifications are suitable for this position.
No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010.
Bowerford Associates Ltd is acting as an Employment Agency in relation to this vacancy
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