Job Description

Lugo is a fast-growing Managed Service Provider committed to delivering exceptional IT support and solutions to a diverse client base. We pride ourselves on our collaborative culture, continuous learning, and dedication to customer success.

Role Overview:

This is an exciting opportunity for a recent graduate to begin a career in IT support. As a 1st Line Technical Support Analyst, you'll be the first point of contact for clients experiencing technical issues. You'll gain hands-on experience across a wide range of technologies, develop troubleshooting skills, and build a strong foundation for future growth in the IT industry.

The Client Experience team delivers prompt, professional and effective first-line technical support to clients, ensuring swift resolution of issues and seamless service continuity.

The role serves as the initial point of contact for all incidents, service requests and change requests, aiming to diagnose, triage, and resolve or escalate tickets appropriately, whilst resolving a minimum of 70% of all incoming tickets at first touch, while delivering exceptional customer service and adherence to Service Level Agreements.

Key Responsibilities:

Diagnose and resolve hardware, software and connectivity issues Transition/escalate more complex issues to 2nd line with clearly documented evidence of qualitative triaging processes having been undertaken Accurately and comprehensively use all internal software systems in line with company guidelines on standardised usage Maintain a client-focussed mindset, ensuring users feel heard and supported Deliver clear, empathetic communication to users, many of whom may not be technically literate Wherever possible, always seek to add greater value by educating customers on IT and security best practice Monitor and manage ticket queues to ensure SLA targets are consistently met Uphold company standards on service delivery by maintaining client SLA's, which define the service expectations and the time to resolution for each client ticket Using pre-defined ticket handling measures, accurately record issue details, known problems and resolutions Contribute to internal documentation and SOP's to support team learning, consistency of delivery and ticket handling efficiency Work collaboratively with all team members to ensure equitability of workload and to achieve targets, promote knowledge transfer and to provide internal support to others Proactively participate in suggesting operational process and ticket handling service improvements, and any other change initiatives and feedback loops Engage in training and certification programmes made evident in the Learning Path to enhance technical and service capabilities Undertake planned personal development, including the achievement of relevant certifications

What We're Looking For:

A recent graduate in IT, Computer Science, or a related field (or equivalent experience) Passion for technology and helping people solve problems Strong communication and interpersonal skills Ability to work independently and as part of a team Willingness to learn and adapt in a fast-paced environment Basic understanding of Windows OS, Microsoft 365, and networking fundamentals is a plus

What We Offer:

Structured training and mentorship from experienced professionals Progression path into 2nd/3rd line support, or into other departments Exposure to a wide range of technologies and industries Supportive and inclusive team culture Competitive salary and benefits package Hybrid working options
Job Types: Full-time, Permanent

Pay: 26,000.00-36,000.00 per year

Benefits:

Company events Company pension Private medical insurance Referral programme Sick pay
Licence/Certification:

Driving Licence (required)
Work Location: Hybrid remote in Edinburgh EH2 1JX

Reference ID: LUGCX1