Job Description

OVERVIEW

The 1st Line Support Analyst is the initial point of contact for customers needing technical assistance, delivering support for technical and ERP-related issues. This role involves diagnosing hardware, software, and network problems and ensuring customer issues are resolved efficiently and within SLA agreements while maintaining exceptional service standards.

PRINCIPLE RESPONSIBILITIES

Technical Support and Issue Resolution:

Provide technical and ERP support via Service Desk channels, phone, and email, ensuring prompt and accurate responses. Log, categorise, and manage incidents and requests in the Service Desk system. Diagnose and resolve common hardware, software, network, and system issues, guiding users through step-by-step solutions. Aim to resolve as many issues as possible on the first contact, reducing the need for escalations and improving First Time Resolution.

Communication and Incident Management:

Communicate effectively with customers, team members, and third parties to ensure issue resolution within SLAs. Take ownership of user requests, proactively managing and escalating complex issues as required. Clearly document ticket details, troubleshooting steps, resolution and any additional information to help with escalations.

System Monitoring and Maintenance:

Actively monitor alerts from IT systems to identify and respond to potential issues before they impact customers. Perform routine or proactive checks for IT services, logging any unusual activity or signs of early issues.

ADDITIONAL RESPONSIBILITIES

Call Management:

Answer calls promptly, maintaining a high response rate aligned with agreed standards.

Relationship Building:

Cultivate strong working relationships with colleagues, customers, and suppliers to support a positive service environment.

Proactive Monitoring:

Monitor IT systems for potential issues, responding proactively to minimise disruptions.

Skills

Strong understanding of computer networking concepts Experience with desktop support across Windows (including Windows Server), operating systems. Proficiency in Active Directory management and Microsoft Office suite applications. Knowledge of hardware components and troubleshooting techniques for computer hardware issues. Familiarity with IT support tools. Ability to troubleshoot software problems related to operating systems and applications. Excellent communication skills with the ability to explain technical issues clearly to non-technical users. Analytical skills for diagnosing complex technical problems efficiently. Understanding of security protocols including VPNs and firewall configurations is advantageous.
This position is ideal for candidates eager to expand their technical expertise within a collaborative team environment while delivering outstanding support services across IT platforms.

Job Type: Full-time

Pay: Up to 30,000.00 per year

Benefits:

Canteen Company events Company pension Employee discount Life insurance Private medical insurance Store discount Work from home
Application question(s):

Can you easily commute to Westhoughton? What is it about this role that interests you?
Experience:

Customer service: 1 year (required) IT support: 1 year (required)
Language:

English (required)
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Bolton BL5 3DG