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1st Line Support Analyst

IT Service Desk - 1st Line Support Analyst
Reports To: 1st Line Team Leader
Location: ISO, Norwich
Hours of Work: Mon-Fri 8 am-6 pm (Rota)
Salary: £23k per annum

The Role
The IT Service Desk is the single point of contact for all IT services, requests, and incidents.

The IT Service Desk is a busy, dynamic, fast-paced team, servicing multiple individual businesses and over 1500 colleagues.

You should have excellent customer service skills and broad knowledge of IT.

Be confident, friendly and approachable with a good telephone manner and able to communicate with staff who have varying IT Knowledge.

Having an eye for detail and accuracy is essential.

You will have 1-2 years experience within IT service desk and demonstratable customer service skills with an aptitude for technology.


Include but not limited to:
, Receiving and handling requests for service, following agreed procedures and SLAs, accurately and to a high quality originating from our portal, telephone, and face-to-face.
, Logs incidents and service requests and maintains relevant records:
o Identifies and classifies incident types and service interruptions
o Records incidents cataloguing them by symptom and resolution
, Provide 1st line technical support
, Acting as customer liaison and delivering an excellent customer experience
, Take ownership of user requests and be proactive when dealing with user issues
, Providing updates to the customer on the progression of their call
, Administration of required systems and documentation
, Liaising with 2nd and 3rd line support teams and 3rd party / vendor support teams
, Escalating calls where necessary, monitoring 2nd and 3rd line SLA's
, Maintain the IT asset register
, You will be required to travel to other offices as and when required
, Support hours are currently 8 am to 6 pm Monday to Friday, with a shift rota.

, Telephone and face-to-face customer service skills
, Empathy and understanding of customer needs
, Effective organisation and time management skills
, A good technical understanding of computers, networks and communications systems
, Exceptional attention to detail
, Ability to work accurately under pressure
, Excellent communication and interpersonal skills


Knowledge and experience in the following will be advantageous.

, Knowledge of Windows 10, M365 & Active Directory
, ITSM Tools
, MS Outlook
, MS Teams
, Defender
, iOS / iPhones / iPads
, Go To Assist, GoToMyPc
, Sharepoint

Apply now.

Come join us.

  • Start: ASAP
  • Rate: Up to £23000.00 per annum
  • Location: Norwich, England
  • Type: Permanent
  • Industry: IT
  • Recruiter: 2MES
  • Contact: 2M Employment Solutions
  • Tel: 02392 387722
  • Email: to view click here
  • Posted: 2024-02-07 15:44:23 -

  • View all Jobs from 2MES