Job Title: 1st Line Service Desk Analyst
Location: Onsite role, Bristol, UK
Job Type: Contract (Initial 3 months) potentially leading to a permanent position
Hours: Monday to Friday, Office Hours
Rate: £140 per day (inside ir35 umbrella contractors only)
About the Role:
We are looking for a proactive and customer-focused 1st Line Service Desk Analyst to join our client's dynamic IT support team in Bristol. In this role, you will be the first point of contact for customers, providing technical support and resolving IT-related issues. This is an excellent opportunity for someone who is passionate about technology and eager to develop their skills in a fast-paced environment.
Key Responsibilities:
- Incident Management:
Provide first-line technical support, logging, categorizing, and prioritising incidents and service requests received via phone, email, or the ticketing system.
- Troubleshooting:
Diagnose and resolve hardware, software, and network issues, escalating more complex problems to 2nd line support or relevant teams as necessary.
- Customer Service:
Maintain a high level of customer service, ensuring users are kept informed of the status and progress of their requests.
- Documentation:
Accurately document troubleshooting steps, resolutions, and other relevant information in the ticketing system.
- User Support:
Assist with user account creation, password resets, and access issues across various systems.
- Continuous Improvement:
Identify recurring issues and suggest improvements to reduce incident rates and enhance service delivery.
- Collaboration:
Work closely with other IT teams to ensure effective resolution of incidents and smooth operation of the IT service desk.
Key Skills and Experience:
- Technical Knowledge:
Understanding of Windows OS, Microsoft Office Suite, and common desktop applications, and ticketing systems. Familiarity with Active Directory, networking fundamentals, and remote support tools is a plus.
- Problem-Solving:
Strong analytical and problem-solving skills with a focus on delivering effective solutions.
- Communication:
Excellent verbal and written communication skills, with the ability to explain technical issues in a clear and understandable manner.
- Customer Focus:
A strong commitment to providing exceptional customer service.
- Time Management:
Ability to manage and prioritize multiple tasks in a fast-paced environment.
- Experience:
Previous experience in a service desk role is essential for this position. Other IT Disciplines who do not have recent experience as a service desk analyst will unfortunately not be suitable for this role.
Qualifications:
- A relevant IT qualification (e.g., CompTIA A+, ITIL Foundation) is advantageous but not mandatory.