1st Line Support Analyst

A market leading natural healthcare company is seeking an 1st Line IT Support Technician to provide first line / Helpdesk support and guidance for all technology systems across the business including local sites, remote workers and international staff.
This is a permanent role offering great exposure to a diverse range of technology. It is paying a maximum salary of £26,000 with a 5% bonus, 28 days holiday (plus bank holidays and a 5% employers pension contribution)
Key Responsibilities
  • First line end user support for all IT systems. This includes end-user systems, general hardware and infrastructure, local and wide area networking, enterprise business applications (e.g. SAP, CRM, etc.), web platforms, cloud/hosted systems, telecommunications systems, mobile devices, cyber security and other technologies as required.
  • Monitoring of Service Desk contact points (e.g. phone calls, email and messaging) and logging of issues in a timely and professional manner using the Service Desk system.
  • Resolution of issues where possible, or assignment and escalation to second line staff and external support companies when appropriate.
  • Updating service desk tickets for incidents and changes within deadlines ensuring technical information is fully captured and any relevant knowledgebase is updated.
  • Routine administration and housekeeping tasks as required within the IT Department.
  • Assisting with project work and undertaking smaller independent projects when required
  • To assist with pro-actively identifying issues and projects, that could improve the resiliency and efficiency of all technical systems.
Qualifications and Experience
  • IT Support experience in an ITIL based environment.
  • Experience of supporting Windows 10 and Microsoft 365.
  • General desktop support (PC hardware, PC build, printers, scanners, etc).
  • General IP networking skills (DHCP, DNS, Ipconfig, etc).
  • Use of Service Desk software, ideally ServiceNow.
  • Excellent verbal communications skills. Approachable, friendly and able to build rapport.
  • Good written communication, able to quickly record details of problems and solutions as they arise.
  • Can provide clear, concise written reports to second line and external support when escalating issues.
  • Able to write clear documentation for different audiences.
  • English and Maths to GCSE Grade C or above (or equivalent)
  • Experience of working on an end-user facing IT Service Desk
  • ITIL Foundation Qualification (desirable)
London - Central
IT Support
Contact Name:
Will Cusack

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