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1st Line Support Analyst

Salary: UP TO £21,000
Location: Chippenham
Contract Type: Permanent
REF: 629DS
Job Published: 4 days ago

Contact Danielle about this role

Job Description

This is a fantastic opportunity to join an already successful and thriving establishment, during a period of company growth. They are looking for a 1st Line Support Analyst to hit the ground running; providing first level support to their large and diverse client base.

This will include ensuring that Service Level Agreements are maintained, and that the ticketing system is fully up to date. You will be required to provide regular service update reports to the Service Desk management team.

A flexible working approach is essential for this role, as you may need to work outside of the normal working hours to cope with varying situations and workloads.


Within the role, your duties will include:

  • Responding to requests for technical assistance via phone and electronically
  • Accurate and informative reporting and communication with other departments
  • Completion of service tickets in a timely, concise and informative manner
  • Following and maintaining ITIL process as required
  • Documenting Service Desk Processes, Triage/ UAT scripts as required

You will need to:

  • Achieve the objectives of the role whilst working within the procedures and processes that are in place
  • Meet SLA’s where applicable
  • Ensure accuracy with ticketing system and that all are up to date
  • Always provide a professional manner in front of customers

Technical experience required:

  • Desktop Windows 10
  • Microsoft Servers 2008 – 2016
  • Office 365
  • Exchange 2013 and upward

Travelling between various company and customer site locations will also be required.