1st Line Support Analyst

Location: Woking, Surrey Salary: Up to £130 per day
Sector: IT & Telecoms Specialism:
Type: Contract Contact: Gautam Raval

1st Line Support Analyst -

My client based in the Woking, Surrey area are looking for a 1st Line Support Analyst to join them on a contract basis for initially 2 months (extendable) with immediate interviews this week.

1st Line Support Analyst Responsibilities:

To provide a single point of contact for IT incidents & Service Requests, logging, maintaining and taking ownership of 1st line customer's cases in accordance with defined Service Level Agreements.

Acting with professionalism and providing excellent customer service at all times with focus on making all customer contacts a positive experience.

1st Line Support Analyst experience (preferable) 1-2 years in a service desk environment:

  • Supporting Windows 7
  • Microsoft Active Directory
  • Exchange
  • Office 2010
  • Basic Networking
  • Veeam / Backup Exec
  • Knowledge of Citrix
  • Using remote support tools.
  • laptop/desktop and thin client support
  • Excellent customer service skills

1st line Support Analyst Main Tasks and Responsibilities

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.)

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 an 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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