1st Line Technical Analyst

We're WestSpring IT, a fast growing Managed IT provider. We deliver IT support and services with a difference, enabling our clients to succeed whilst building long lasting relationships - and having fun along the way. Our team are the beating heart of the business, and our vibrant modern offices provide an environment that allows everyone to thrive and flourish. We have a lot of fun and are a truly supportive bunch both inside and outside the work environment. Building great relationships with our amazing clients is paramount! We're real people - not robots, who are passionate about delivering a first class experience to all our clients. Unfortunately, we are not able to offer visa sponsorship.

Due to continued growth we are currently seeking an experienced 1st Line Technical Analyst to join our amazing team and provide outstanding support to our clients. This role offers an exciting opportunity for someone to join our growing team within a service led company that uses cutting edge modern technology. Working closely with our Service Desk Team Leads, this dynamic role will give you the opportunity to get involved with a range of tasks, meaning each day is different. With a high level of responsibility, the role will have a direct impact on the business. Team and client interaction is massive for us; you will know all the clients and have a direct impact on the growth of the team and business.

• Act as the first point of contact for clients seeking technical support. Ensuring calls and emails are logged quickly and efficiently.
• Provide remote diagnostics of support cases, following our prioritisation guidelines and ensuring SLAs are adhered to at all times.
• Support our clients via the support system, ensuring our processes and workflows are followed and the system is updated with all call and applicable internal notes.
• Provide well thought out and comprehensive updates to clients, ensuring at best in class client experience is achieved at all times.
• Escalate to 2nd Line support colleagues or request help or advice from colleagues as applicable.
• Complete proactive maintenance of client networks using our proactive support tools.
• Manage client documentation.
• Manage and fulfil new workstation build requests and user setups.
• Support the project or technical consultant team as required - including time onsite with clients.
• Identify training needs and arrange time for ongoing learning and development with the First Line Technical Response Manager.
• Identify possible improvements on processes and procedures.
• Work with our process coordinators to review and enhance starter and leaver processes for clients, ensuring consistency, efficiency, and scalability.

• A minimum of 2 years' experience in 1st line support.
• Professional, friendly approach with the ability to perform well under pressure.
• Punctual and good attention to detail.
• Excellent written and verbal communication skills.
• Good troubleshooting/problem solving skills.
• Office 365 administration & troubleshooting skills.
• Desktop troubleshooting.
• Enthusiastic to learn and develop skills.
• Network & firewall knowledge and troubleshooting.
• Windows server administration.
• Knowledge of virtualisation software and cloud services such as Azure and AWS would be beneficial.

At WestSpring we offer unparalleled levels of IT service delivered via our unique unlimited concept, turning the typical IT service contract on its head. We specialise in providing IT consultancy and support services to businesses across the UK. We believe that great IT is great for business. WestSpring was founded with a passion for delivering professional, friendly and bespoke IT support services and building long lasting relationships with clients. At WestSpring quality is everything. We only use products and systems of the highest quality to ensure that all our clients only get the very best. We are constantly evolving, reviewing, and enhancing our service offering. We're a fast paced business where no two days are the same. Our culture is what makes us different. We expect a lot of ourselves and each other - we nourish our people and help them thrive in their chosen field; balance professional and personable; and deliver the balance between client service and company profitability.

• 25 days holiday + bank holidays
• Flexible working
• Full health insurance
• Games room including consoles, pool table, tennis table, dartboard
• Well stocked kitchen including a decent coffee machine and teabags, monthly breakfast club, breakfast food, office pick n mix, and drinks fridge
• Monthly company update day includes a briefing from the Board, team meetings, training sessions, and a 'grand' lunch
• Employee Assistance Programme/Support
• Employee & client referral scheme up to £1,000
• Professional development opportunities including internal training, external certification, general and soft skill development, industry training/conferences, and everything in between