1st / 2nd Line Support Analyst

1st Line Support Analyst - £25000 - £28000 + Bonus + Benefits

Supportive and close knit team and large in house IT function means you can look forward to a fantastic working environment, positive work culture and lots of opportunity for progression.

Vibrant Media Culture and an attractive bonus and benefits package.

More about the role:

• Offering best in class 1st / 2nd line phone support, but also office based desk side support.
• You will be required to answer and log all calls (within SLA), and provide assistance, support and troubleshooting, aiming for First Contact resolution wherever possible and escalating to the appropriate team when necessary.
• You will be expected to capture detailed information into the IT Service Management tool for each call, to ensure any escalations can be dealt with quickly and effectively.
• You will manage personal workload, ensuring that all tickets are updated regularly.
• Ensuring procedures are followed correctly to ensure a consistent approach to support across the team.
• Provide regular updates to customers and ensure ongoing communication is maintained throughout the life of the call, setting expectations appropriately at each communication.
• Provide assistance with and perform system builds/re-builds, software installation, upgrades and patch management on PCs, laptops and peripherals as required.
• You will deal with a wide range of support calls including password resets, Office 365, Microsoft Windows 10, MAC OS, Adobe Creative Cloud, resolving where possible and escalating to the relevant team if necessary.

About you:

• Fantastic telephone manner and customer oriented. Able to show you take ownership and see things through.
• Solid, demonstrable experience of First Call resolution experience and experience within a ITIL environment also desirable.
• Technically, you will have experience supporting Windows and O365. If you’ve supported mac Users or Adobe Creative Cloud also, that will be very useful but not essential.

This role will mean you work closely with 2nd and 3rd line teams, providing an opportunity to learn from more senior IT team members, with good career progression opportunities within the wider IT team. Internal promotion is encouraged and happens often.

Sheffield Location with occasional travel to other Northern Offices

Please apply today for immediate CV review.

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