1st Line IT Support Analyst - Microsoft Gold Partner

  • £25,000
  • Hemel Hempstead, UK
  • Permanent
  • Enterprise
  • Enterprise Networking

Ever thought about being the front-line hero in IT support?

You'll have the opportunity to kick-start your IT career as a 1st Line Support Analyst, providing technical excellence and support services to valued clients.

  1. You'll be the first point of contact, triaging tickets and answering calls promptly to ensure swift customer service.
  2. You'll work in a dynamic environment, gaining exposure to diverse IT challenges and escalating complex tasks to higher-level engineers.
  3. You'll be an integral part of a collaborative team, contributing to the achievement of service level agreements and ensuring customer satisfaction.

If you're interested in this opportunity, apply here!


  • Provide initial triage of tickets raised by customers
  • Answer calls in a timely manner from customers calling the service desk
  • Assign tickets to other technology queues for 2nd and 3rd-line engineers
  • Troubleshoot and resolution of incidents and service requests that are raised with the service desk to ensure a high level of customer service is delivered
  • Assist server and network engineers with more complex tasks
  • Own requests and provide functional escalation to the management team, the customer and 3rd party supplier resolver groups so that service level agreements can be met daily
  • Provide end-to-end ticket management to ensure customers are kept updated on the progress of their requests.
  • Follow documented customer-specific procedures
  • Classification and prioritisation of requests in line with Incident and Service Request Management processes to ensure requests are dealt with effectively and efficiently
  • Strong attention to detail - the ability to achieve thoroughness and accuracy when accomplishing all tasks, such as troubleshooting an issue or implementing a change
  • Maintain an understanding of applicable technologies to contribute to a higher level of 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

Experience & Skills 

  • The ability to diagnose and troubleshoot IT-related issues
  • Diligent documentation and ticket management
  • Authority and confidence to deliver support to customers within specific technology disciplines
  • Customer service skills and the ability to communicate with people of various technical levels
  • An ability to work and learn in a fast-paced environment
  • Good organisational and time management skills
  • Willingness to learn and adapt to business requirements

Salary Details  

  • £25,000
Erim Dikmen Network Consultant

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