1st Line Service Desk Analyst

Job Title: 1st Line IT Support Engineer
Employment Type: Permanent, Full-time
Location: Chippenham

Position Overview

The 1st Line IT Support Engineer will be welcomed into our clients positive team environment in Chippenham. This role is ideal for an IT Support Engineer with 1-2 years of service desk experience or someone looking to progress from an entry-level IT background. We are looking for a methodical problem-solver with an enthusiastic, "can-do" attitude.

If you have ambition and a growth mindset, this is a fantastic opportunity to learn, progress, and study to become an exceptional technical professional.

Key Responsibilities

• Ensure all Service Desk communications (phone calls and emails) are answered promptly and professionally
• Identify, log, and categorize support requests
• Resolve issues at first contact using standard operating procedures and knowledge base
• Troubleshoot and resolve basic technical issues
• Provide customers with regular updates, ensuring progression aligns with Service Level Targets
• Record all actions and diagnostics accurately in the Service Management Tool
• Build, install, and configure computer hardware and software

Essential Skills & Experience

• Exceptional customer service skills and telephone manner
• Experience working on a service desk
• Experience collaborating with 3rd party software/solution providers
• Desktop support experience
• Familiarity with laptop and desktop builds
• Active Directory Administration (passwords, users, groups, permissions)
• Office 365 Administration (passwords, users, groups, permissions)
• Laptop/PC diagnostics, upgrades, and repair

Qualifications

No formal qualifications are required, but relevant technical skills and/or experience are necessary.

Who You Are

• You prioritize excellent customer service and have an enthusiastic, "can-do" attitude
• You are eager to learn from others and contribute value to our customers
• You have a willingness to learn, progress, and develop your IT skills

Additional Information

• Working Hours: 37.5 hours per week (Monday - Friday). Some occasional weekend and out-of-hours work may be required.
• Travel: Travel to customer sites may be necessary, so flexibility is required.
• Security Requirements: This role requires DBS and BPSS security checks.

Salary & Benefits

• Salary Range: £22,500 - £27,000 per annum (experience-based, benchmarked in the industry and region)
• Private Healthcare
• Unlimited Holiday

This is a fantastic opportunity to join a welcoming, dynamic company offering a great culture and the chance to build a successful career.