1st Line IT Support Analyst - IT Solutions Provider

  • ​£25,000K
  • Hemel Hempstead, Hertfordshire
  • Permanent
  • 25000
  • Enterprise
  • Enterprise Networking

Embark on a rewarding career with a leader in delivering top-notch IT solutions. We're seeking a dedicated professional to join this team as a 1st Line Support Analyst. Immerse yourself in a culture of technical excellence and be a vital part of this IT Solutions provider's commitment to delivering exceptional support services.


  • Provide initial triage of tickets raised by customers, ensuring prompt attention and categorization.
  • Answer calls promptly from customers calling into the service desk, delivering excellent customer service.
  • Assign tickets to relevant technology queues for 2nd and 3rd line engineers, facilitating efficient problem resolution.
  • Troubleshoot and resolve incidents and service requests raised with the service desk, maintaining a high level of customer service.
  • Assist server and network engineers with more complex tasks, contributing to a cohesive support environment.
  • Own requests and provide functional escalation to the management team, customers, and 3rd party supplier resolver groups to meet service-level agreements.
  • Provide end-to-end ticket management, keeping customers updated on the progress of their requests.
  • Follow documented customer-specific procedures, ensuring consistency in service delivery.
  •  Classify and prioritize requests in line with Incident and Service Request Management processes for effective and efficient resolution.
  • Demonstrate strong attention to detail, achieving thoroughness and accuracy in troubleshooting and implementing changes.
  • Maintain an understanding of applicable technologies to contribute to higher first-time fix rates.
  • Work in a shift pattern with start times of either 07:00, 09:00, or 09:30, depending on business needs.

Skills and Experience:

  • Ability to diagnose and troubleshoot IT-related issues.
  • Diligent documentation and effective ticket management.
  • Authority and confidence to deliver support to customers within specific technology disciplines.
  • Exceptional customer service skills and the ability to communicate with individuals of various technical levels.
  • Ability to work and learn in a fast-paced environment, demonstrating good organizational and time management skills.
  • Willingness to learn and adapt to evolving business requirements.


  • £25,000K

If you are ready to contribute to technical excellence, and deliver exceptional support services, apply now!

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