1st Line IT Support Analyst




Southern Lights are delighted to be supporting one of Bristol's established IT solutions companies with the recruitment of new 1st Line Support Analysts.

Job Description

As 1st Line Support Analyst you will be a key part of a busy IT Support Team, adhering to service level agreements to provide call handling, ticket and incident management, escalation and 1st line investigation and resolution in line with ITIL standards

Key Responsibilities:

  • First point of contact for all support of hardware and software problems
  • Logging of incidents, requests, and problems
  • End to end resolution of desktop support problems
  • Working with people at all levels of the business to proactively ensure productivity and that issues are quickly and professionally resolved
  • Monitoring open service desk tickets, ensuring resolutions and appropriate updates are carried out
  • Initial response and diagnosis of hardware and software issues

Key Skills & Experience

  • Minimum 2 years' experience in a similar role, with a proven track record of 1st/2nd line support
  • Experience of working with Tier 1 Microsoft applications (M365)
  • Experience of ITSM tools
  • Knowledge of the operational and support aspects of computer systems, hardware, software and peripheral equipment including but not limited to: Active Directory, M365 application suite, Windows 10, Intune, Azure, SharePoint, Microsoft Defender, Cloud Computing, Cloud based telephony systems
  • Basic network experience

Must have a valid driver's license and own car

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