1st Line Support Analyst

1st Line Support

Leicester

Permanent

£18,000 - £20,000 (DOE)

1st Line IT Support Analyst needed for a superb permanent career opportunity based in Leicester.

A chance to join an established and expanding technology business providing specialist software. Start ASAP during November/December 2021.

This employer will conduct interviews by phone/video-call. You will also be able to work from home on a flexible basis as requirements dictate.

Key skills, experience + duties will include:

• Acting as first point of contact for customer IT support calls for incidents raised.
• Responsible for proactively managing customer expectations + providing an excellent end-to-end customer experience.
• Providing remote 1st line IT support for customers on specialist SaaS software platforms.
• Trouble-shooting + resolving basic IT issues + escalating more complex incidents to 2/3rd line engineers + designated third party suppliers.
• Key Tasks: logging IT support calls, log-in issues, software installation, incident management, call escalation, on-boarding new customers, documenting support cases + working to agreed SLAs.
• Personal Skills: approachable, positive, collaborative, analytical, problem-solver, attention to detail, organised, initiative + able to prioritise.
• Previous experience of IT support for Schools, Colleges, Academies or Educational establishments would be an advantage.