1st Line Support Helpdesk Analyst

1st Line Support Helpdesk Analyst

Maidstone

£23k - £28k DOE

Hours: 8am - 4.30pm Mon - Fri

Are you looking to advance your career in IT?

Maybe you have some 1st line Support experience and are looking to progress your career with a leading MSP?

Are you seeking progression to a 2nd line role, with long-term goals set towards 3rd line, all while being supported by a forward-thinking company?

Looking for a company to invest in your Training?

As part of the dedicated Services Desk, the 1st Line Support Helpdesk Analyst will work closely with the team supporting and helping clients succeed through technology. As first line support, you will be the first point of contact, providing exceptional telephone and remote support and if necessary an onsite response. Due to the fast pace of a 1st line team, we require 1st line engineers to work from the office 5 days a week.

Duties

• Provide Remote/Onsite 1st Line support to clients relating to their *core technologies - Microsoft 365, SharePoint, MS Desktop (Windows 10), Switches, Routers, Firewalls (WatchGuard), DHCP, DNS, MS Office (2010/365), Antivirus, Printers & Active Directory
• First point of contact for support calls
• Installation work of *core technologies - Microsoft 365, SharePoint, MS Desktop (Windows 11), Switches, Routers, Firewalls (WatchGuard), DHCP, DNS, MS Office (2010/365), Antivirus, Printers & Active Directory
• Achieve both personal and team Golden KPIs targets such as customer satisfaction
• Working in order of SLA and priority of tickets
• System documentation

Requirements

• Great customer service skills
• Positive and passionate about technology
• Good problem solving skills
• 1st Line level Experience with most of our *core technologies: Microsoft 365, SharePoint, MS Desktop (Windows 10), Switches, Routers, Firewalls (WatchGuard), DHCP, DNS, MS Office (2010/365), Antivirus, Printers & Active Directory

Our client values diversity and operates a fair recruitment process free of discrimination. Due to the nature of this role, candidates will be expected to pass security clearance.