1st Line Support Analyst

We have a great opportunity for a 1st Line Support Analyst. You will provide first line technical support to all City & Guilds employees, in terms of their IT equipment and associated software. As part of the team you will be the face of IT so excellent customer service skills are needed.

About the role

You'll respond to, and track to all incoming calls, emails and IT enquiries to the Service Desk, triaging calls and ensure all relevant information is captured at point of logging. This will require you to resolve incidents at first point of contact, where possible, or accurately assign to other resolver teams where appropriate.

You will own the ticket life cycle making sure tickets are up to date and ensuring that the customer is informed of any resolution before the ticket is resolved and closed.

You'll represent IT and City & Guilds in a professional manner at all times, with the focus on helping employees make the best use of their desk top equipment.

About you

You'll need experience of working to and reporting against SLAs and a good working knowledge of current versions of MS Office and Microsoft Windows. You must also have an understanding and awareness of ITIL framework and processes.

With good customer service skills, with the ability to interact professionally with all levels of internal and external contacts, you will have broad technical skills within a Microsoft environment. You must also have good communication skills both verbal and written.

The ability to multitask and prioritise is a must in this position as you will be working in a high demand environment