1st Line Service Desk Analyst (Hybrid)

This role requires an individual who can:

• Act as the first point of contact for our clients’ IT requests and issues via phone, ticketing system and email.
• Diagnose and resolve 1st line assigned tickets within target resolution times.
• Accurately classify and log tickets, keeping detailed ticket notes throughout the lifecycle of a ticket
• Always provide excellent customer service and an excellent customer experience.
• Conduct personal queue and ticket triage to prioritise and manage your workload, escalating as and when required using internal processes.
• Liaise with partners and third-party vendors to resolve customer issues.
• When allocated, perform the dispatch role, allocating inbound emails requests and balancing the workloads of other technicians.

Knowledge, Skills & Experience Required:

• Superb customer service, telephone and client facing skills.
• Previous experience providing IT support.
• Strong skills in troubleshooting and resolving Windows OS & Microsoft Office issues.
• Some experience of administering and supporting Active Directory, Group Policy, DNS, Office 365, and SharePoint
• An understanding of and keen interest in networking technologies
• The ability to build, configure, administer, and support Windows devices (laptops, desktops etc)
• Excellent verbal and written communication and the ability to communicate with others to determine their needs and explain complex issues to differing skill levels.
• Being able to demonstrate a passion and commitment to learning new technologies either by ongoing certifications or personal interest projects.
• Excellent team player but with the capacity to be strongly self-motivated.
• Ability to deal with difficult or demanding situations in a calm and professional manner.