IT First Line Support Analyst

What you'll do

• Incident/Request Management 80% Manage incidents routed from First Level analysts and resolve within the limits of knowledge and contract. Maintain technical knowledge and expertise associated with applications specific to individual customers. Progress / close incidents to a satisfactory conclusion on the incident management system. Liaise with the team and other Service Analysts / customer on open incidents ensuring no incidents is left unattended beyond SLA. Escalate potential service issues initially with Line Manager.Liaise with Line Manager on specific projects where requested. Knowledge Management 20% To review and update technical support documents and procedures considering personal experience and information received. Share knowledge with colleagues and customers through direct communication and knowledge sharing tools. Proactively research problems and solutions and document findings for the advantage of customers and colleagues. What you'll need Experience in a Service Desk Support capacity, with proven experience of resolving incidents for a large corporate customer. Understanding of Corporate IT Environments and their relationship to users of the IT Infrastructure. General awareness of developments in the IT industry. Must have excellent troubleshooting skills. Ability to work in a team and to support team members. Committed to customer satisfaction and ownership of issues. Experience of supporting Windows 11 and M365. Experience with supporting remote workers across a VPN. Experience of rebuilding workstations. Experience of networks. Must have excellent customer service skills, communication and strong attention to detail.