1st Line Support Analyst

This role will assist in the running of an efficient IT Service Desk, ensuring the support tickets are handled in a swift manor and escalated where applicable. Our Service Desk provides support for over 300 Nursery locations across the UK , as well as Support Staff and other colleagues around the world in the USA, Netherlands, India and Australia too! The successful candidate will be confident and organised and able to adeptly handle a diverse and dynamic workload. You will have an excellent working knowledge of Microsoft desktop products, whilst possessing an interest in delivering new technologies. For the candidate to be successful they must have a methodical approach to providing technical support and be able to demonstrate a high level of customer service and to be confident in providing basic end-user training for all colleagues at all levels of the company.,

• First point of contact for telephone and onsite support requests for customers throughout the business.
• Answer, respond to and if necessary, to create IT service requests via a ticketing system or phone.
• Provide 1st contact technical problem analysis and resolution of client issues with the aid of available Service Desk tools (e.g. Kaseya, TeamViewer, Knowledge Base articles).
• Where necessary escalate calls to the appropriate Team.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles, KPI's and SLA's.
• Remote support of users.
• Experience of troubleshooting, supporting or maintaining Windows and other PC and virtual environments.
• Travel may be necessary from time to time (travel expenses paid for).