1st Line Support Analyst - London

My client has an immediate requirement for a 1st line Support Engineer with a passion for technology and supporting users.

As a First Line Support Analyst, you will be an indispensable part of the ServiceDesk Team, providing vital technical assistance and ensuring the seamless functioning of their IT operations. Collaborating closely with the ServiceDesk Team Leader, Second Line Support Analysts, and the broader IT team, you'll be the first point of contact for all users across the globe.

Responsibilities:

Be the initial point of contact for all users, offering prompt and effective assistance.

Utilize our ITSM solution (Halo) to maintain up-to-date tickets and keep users informed of progress.

Triage and escalate IT tickets to Second Line Support as needed.

Foster collaboration with Second Line Support Analysts from different office locations.

Collaborate with the wider Technology Team and EUC ServiceDesk Team Lead to deliver exceptional support.

Provide on-site support.

Support users with our SaaS product, ExPlor.

Your Skills and Experience:

Essential Criteria:

Solid understanding of basic computer hardware components and troubleshooting.

Proficiency in the Microsoft Office Suite (Outlook, Teams, Word, Excel, PowerPoint, etc.).

Experience troubleshooting various OS's (Windows 10, Windows 11, MacOS).

Strong team player with excellent communication skills.

Eager to learn and grow, with aspirations to take on Second Line responsibilities.

Desirable (Non-Essential) Skills:

Previous experience in a fast-paced environment, ideally within a similar industry.

Familiarity with an ITSM ticketing solution (Halo).

Exposure to M365 Admin Centre and SharePoint online.

Basic networking and server knowledge.

To be considered for this role, please send an up-to-date copy of your CV as soon as possible.