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Service Desk Analyst - 1st Line


Job reference - 265

Location - St.Helens, Merseyside

Salary - up to £23,000

Job type - Permanent



Job purpose

The successful 1st Line support engineer will work as part of a small team, your work will involve providing remote technical support on a very busy Service Desk to all our clients. 


As a 1st line support engineer, you will have the following skills to be considered for this role:

  • At least 1 years' experience in a 1st Line support position

  • Service Desk background

  • Experience of using and troubleshooting: MS Office 365, 2016 o MS Windows 7, 10

  • Basic understanding of Active Directory and Networking (LAN)

  • Knowledge & understanding of the ITIL framework

  • Experience of identifying faults via root cause analysis and looking for trends

  • Experience of working to SLA’s

  • Keeping up to date with existing and emerging technologies

  • Full UK Driving Licence

Key responsibilities for a 1st Line support engineer;

  • Ensure our ITSM tools are used to maintain records of incidents/tickets, knowledge and requests.

  • Being the first point of contact for customers, both through phone and email.

  • ITIL experience including Incident Management, Change & Problem.

  • Raising all support incidents on the system, and either taking ownership of the incident or routing it to the correct team.

  • Troubleshooting issues, both over the phone and by remotely accessing the user environments to carry out diagnostics.

  • Liaising with other departments and third parties where required, maintaining strong communication with the client throughout.

  • Develop and update technical guidance documentations.

  • Strive to maintain customer SLA's, escalating issues to the Team Leader where necessary.

  • Providing an excellent level of customer service at all times.

  • Adhere to company policies and procedures at all times.

  • Confidence in dealing with customers when providing both telephone and remote support.

  • A high degree of customer focus.

So if you are a 1st line support engineer and would like to be part of an established business where you will be able to expand your technical skill set, and learn from others then please apply now.


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