1st Line Support Analyst / Technical Support

1st Line Support Analyst / Technical Support
Letchworth Garden City
£20,000 per annum
 
Our client is a not-for-profit housing association providing quality homes across eight local authority areas in the counties of Hertfordshire and Bedfordshire.
 
They are currently seeking a 1st Line Support Analyst to join their team based in Letchworth Garden City. The main purpose of this role is to provide remote and deskside IT support within a predominantly Microsoft IT environment. You’ll respond to all inbound queries via telephone, email or helpdesk portal ensuring that all incidents and service requests are logged within the helpdesk system; monitor, review and resolve all service-related incidents and requests and follow agreed processes to resolve each ticket on a first time fix basis. You’ll also accurately record and rapidly process all tickets, passing on where necessary; maintain a high level of ownership for all tickets and ensure that service levels for telephone and email response times are met.
 
The successful candidate will have worked within a similar role previously, will have strong communication skills and will have a broad knowledge of IT technologies covering infrastructure, data and software applications. Highly organised, you’ll be able to manage your own time effectively and you’ll be able to pick up technical knowledge and learn new skills quickly. You’ll have an interest in IT and be keen on keeping abreast of industry and technology trends. You should also have basic MS administration skills and experience of managing and administering telephone and call centre systems.
 
The successful candidate must hold a driving licence and have access to a vehicle for work purposes.