First Line Support Analyst

First Line Support Analyst focuses on provide first-level it support for hardware, software, mobile devices, and other technical equipment.

What the role involves

• Provide first-level IT support for hardware, software, mobile devices, and other technical equipment.
• Resolve incidents, problems, and service requests both remotely and in-person.
• Accurately document issues to ensure smooth escalation and resolution by other support teams.
• Manage tickets in line with agreed Service Level Agreements (SLAs).
• Supporting onboarding processes for new team members, ensuring appropriate account and system access.
• Follow defined support procedures and processes as trained.

Skills and requirements

• Relevant technical experience with the stack, platform, data, or support environment is important.

Confirmed role details

• As a First Line Service Desk Analyst, you'll serve as the first point of contact for IT support queries, assisting users across the organisation.

Candidate fit

• Previous experience in an IT support or service desk role (preferred but not essential).
• A strong passion for delivering excellent customer service.
• Excellent written and verbal communication skills.