1st Line Support Analyst

at  Bright Horizons Family Solutions

Title 1st Line IT Support
Salary: £24k-£26k
Hours: 37.5 per week / Monday-Friday
Job Type: Permanent, Fulltime
Location: Hybrid with regular travel to our HO in Northampton

EXPERIENCE WE ARE LOOKING FOR:

• Ticketing systems
• Service Desk - Tier 1
• Office 365 / 2016
• Windows 10 / 11
• Active Directory
• Exchange Admin Centre

Desirable Experience/Qualities:

• ITIL Processes
• Triaging
• Basic Knowledge of Networking
• Hardware Troubleshooting
• Customer Service Orientated – via all mediums.
• Technical Curiosity.

Bright Horizons are committed to creating inclusive environments where everyone has a sense of belonging and has the opportunity to contribute and thrive in meaningful and impactful ways. We are an inclusive employer and welcome people from all backgrounds to apply. We will consider reasonable adjustments required by applicants. If you share our passion, values, and have most of the skills listed, we encourage you to apply – as you may be just what we are looking for! Please note, due to our sector all roles are subject to an Enhanced DBS. Some of our roles require specific qualifications by law, this will be highlighted as essential within the advert.
We look forward to receiving your application!
If you experience any problems, please email europe.recruitment@brighthorizons.com and we will be happy to help

THE ROLE:

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.

WHAT YOU WILL BE DOING:

• 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).