1st Line IT Support

Location: Woking, Surrey Salary: £18000 - £21000 per annum + benefit package
Sector: IT & Telecoms Specialism:
Type: Permanent Contact: Sian Driscoll

Service Desk Analyst (1st Line)


Salary: £18,000 - £21,000

My client based in Surrey are a Microsoft Gold Partner as well as a large managed service provider with a large portfolio of clients who are looking to recruit a Service Desk Analyst (1st Line) with experience of Citrix, Exchange, Microsoft Products SQL, AD, and Basic Networking.


  • Pension
  • Free Car Parking
  • Rewards: High Street retail & leisure reward scheme (savings or cash back) You can save £100's a year on your everyday shopping. Whether that's your weekly shop at Sainsburys or maybe a new bathroom from B&Q, you can save between 5-25% at over 800 retailers both online and in-store.
  • 23 days A/L plus bank holidays
  • Volunteer Day
  • Eye care vouchers

Some of the general specification and requirements of the Service Desk Analyst (1st Line) will include:

  • Experience (preferable) 1-2 years in a service desk environment:
  • Supporting Windows 7/Windows 10
  • Microsoft Active Directory
  • Exchange
  • Office 2010
  • Basic Networking
  • Knowledge of Citrix
  • Using remote support tools.
  • Laptop/desktop and thin client support
  • Excellent customer service skills

Main Tasks and Responsibilities of the Service Desk Analyst (1st Line) will include:

  • Maintain a customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.
  • Triage and troubleshoot Incidents by providing first contact telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network, with the objective of restoring normal service as quickly as possible as a first contact fix
  • Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).
  • Liaise with third party suppliers where necessary, logging tickets and acting as a central point of contact for communication and updates.
  • Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.
  • To make a positive contribution to update and maintain IT Service Desk documentation including the knowledgebase.
  • Administration of various IT systems, including account creations, changes/updates etc.
  • Log and assign tickets, monitoring workloads for the other Service Desk team members to ensure the quickest response may be achieved.
  • To maintain a professional discipline within the team and the department. Work within the IT Operating Model, following defined IT processes and procedures
  • Meet and exceed as required the agreed Service Levels in accordance with all IT Service Management processes (e.g. Incident, Request, Problem, etc.)
  • Upon management request you should be willing to perform duties outside normal business hours, e.g. on-call service or overtime.
  • Any other duties required from time to time as requested by your line Manager or the Board

Additional Responsibilities:

  • Incident, Problem, Request and Event Management using the company's Service Management platform, ensuring at all times that your calls contain timely and comprehensive updates
  • Respond to alerts received from the pro-active monitoring program(s) following process to resolve or reduce any customer impact
  • Perform vendor and management escalation of customer issues in a timely and appropriate fashion
  • Develop excellent working relationships with customers, partners and suppliers, ensuring that the reputation is upheld at all times
  • Proactive management of customer systems, enabling incident management and system performance to be maintained in accordance with defined SLAs.
  • Contribute to and maintain managed service documentation

This advert was posted by Gold Group - one of the UK's leading niche recruitment consultancies. We span a variety of specialist industries and are the recruitment company to help you find your next career opportunity. We pride ourselves on our commitment to candidates and stick to our ethos of finding the right role for the right person. Visit our website or get in touch today to discuss this role, find out what else we've got or just for a chat about the state of your industry. Services advertised by Gold Group are those of an Agency and/or an Employment Business. Please be aware that we receive a high volume of applications for every role advertised and regularly receive applications from candidates who exceed the job credentials. We will only contact you within the next 14 days if you are selected for interview. A copy of our privacy policy can be found here: Gold Group is an equal opportunity & diversity employer. A copy of our equal opportunity & diversity policy can be found here:

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