IT Support Analyst - 1st Line - Solihull, Birmingham

IT Support Analyst required for a leading organisation based in Solihull, Birmingham, where you will be responsible for providing 1st line IT support to a variety of end-users, working as part of the wider helpdesk team.

The ideal candidate will have high-level customer service skills and will be able to create positive and helpful interactions with both colleagues and customers. If you've held a previous position within a similar IT support role this would be highly desirable.

Key responsibilities include:

• Log inbound calls and requests, whether speaking to a colleague in person, by phone or via online systems, capturing enough information to make the resolution of the call as effortless as possible.
• Resolve calls personally or allocate calls to colleagues in IT after notification & collaboration.
• Carry out regular tasks needed for the support and maintenance of the company's systems.
• Experience supporting users across remote locations.
• Use of remote access/desktop tools.
• Continuously develop own skills and capabilities to maximise the number of calls that can be resolved personally.
• Keep colleagues up to date with progress on calls, taking accountability on behalf of the team for meeting commitments.
• Provide reporting to the IT team in support of the goals of continuous service improvement.

Key skills required:

• Good administrative skills with a knowledge of Microsoft Word, Excel and Outlook.
• Able to demonstrate capability in both the customer service and technology aspects of the role.
• Good communication skills, both written and verbal, using a professional and comfortable approach dealing with all colleagues and customers.
• Excellent time keeping and attendance.
• Able to adopt flexible working patterns, working outside of normal hours if required.
• ITIL Foundation Qualification.
• Microsoft 365 Certified: Enterprise Administrator.
• Windows Server experience 2008 - 2019.
• Telecommunication support including MS Teams, VOIP and videoconferencing.
• Mobile device support: Android and/or iOS.

Salary:

The salary my client is offering for this position is between £25,000 and £28,500 depending on experience.

Interested?! Send your up to date CV to Josh Horne at Crimson for review.

Not interested?! Do you know anyone that might be? Refer a friend for this role to earn £250 worth of vouchers.

Crimson are acting as an employment agency in regard to this vacancy.