1st Line IT Support - #146876

Overview

Job Description

The experienced IT 1st Line Support Analyst will join a small but dynamic IT team dedicated to providing exceptional support in a fast-paced business environment.

The successful candidate will have prior experience in IT 1st Line support within a medium-enterprise sized business, demonstrating an ability to add value from the onset and will require the analyst to resolve the majority of incidents on a first-time fix basis.

Key Responsibilities

• Provide 1st line technical support to United Living Group users, resolving IT incidents and service requests efficiently.
• Manage and maintain Lenovo and Dell hardware including laptops, monitors, and related peripherals. Samsung and Apple mobile phones and tablets.
• Support incidents and training requests related to the Microsoft 365 Platform, including Teams, ensuring seamless communication and collaboration.
• Administer and troubleshoot Microsoft Teams and Logitech Video Conferencing platforms to facilitate virtual meetings.
• Document and track all incidents and service requests using the company's IT service management system
• Collaborate with the IT team to escalate more complex issues and ensure swift resolution.
• Provide excellent customer service, ensuring users are kept informed of the status and progress of their requests.
• Implement and adhere to IT policies, procedures, and best practices to maintain a secure and efficient IT environment.
• Conduct regular system and hardware audits to ensure compliance with company standards.
• Assist in the onboarding and training of new employees on IT systems and software.
• Ensure that we maintain an inventory of IT assets and manage hardware lifecycle, including procurement, deployment, and disposal in conjunction in-line with our IT Asset Management processes.
• Support the implementation of IT projects and initiatives, ensuring alignment with business objectives.
• Provide expert support and troubleshooting for Microsoft Windows 11, ensuring optimal performance and user experience.
  
  

Qualifications

Core Competencies

• Technical Proficiency: Strong knowledge of Lenovo and Dell hardware, Microsoft 365 Platform, Logitech Video Conferencing tools, and extensive knowledge of Microsoft Windows 11.
• Problem-Solving Skills: Ability to diagnose and resolve technical issues efficiently, often on the first attempt.
• Customer Service Orientation: Excellent communication skills to understand user needs and provide timely updates and solutions.
• Team Collaboration: Ability to work effectively within a small team, sharing knowledge and supporting colleagues as needed.
• Adaptability: Flexibility to manage multiple tasks in a fast-paced environment and adapt to changing priorities.
• Documentation Skills: Proficiency in documenting incidents, service requests, and solutions for future reference.
• Attention to Detail: Ensuring all work is completed accurately and to a high standard, minimising the risk of recurring issues.
• Qualifications and Experience
• Proven experience as an IT 1st Line Analyst in a medium to enterprise sized organisation.
• Excellent troubleshooting and problem-solving skills.
• Outstanding customer service and communication abilities.
• Ability to work independently and as part of a team.
• Certifications such as CompTIA A+, Microsoft Certified: Fundamentals, or equivalent are required.
• UK based driving license
  
  

Additional Information

Benefits

• Bike to work scheme
• 26 Days holiday plus bank holidays
• Company pension
• Life insurance
• Private medical insurance
• Wellness programmes