1st Line Support Analyst

at  City Guilds Group

We have a great opportunity for a 1st Line Support Analyst. You will provide first line technical support to all City & Guilds employees, in terms of their IT equipment and associated software. As part of the team you will be the face of IT so excellent customer service skills are needed.
This appointment will be made on merit.
We believe that diversity and inclusion strengthen and enriches us, and that it is the responsibility of everyone at City & Guilds to drive this value. As ethnic minority groups and disabled people are currently under-represented, we particularly encourage and welcome applications from these communities.

You’ll respond to, and track to all incoming calls, emails and IT enquiries to the Service Desk, triaging calls and ensure all relevant information is captured at point of logging. This will require you to resolve incidents at first point of contact, where possible, or accurately assign to other resolver teams where appropriate.
You will own the ticket lifecycle making sure tickets are up to date and ensuring that the customer is informed of any resolution before the ticket is resolved and closed.
You’ll represent IT and City & Guilds in a professional manner at all times, with the focus on helping employees make the best use of their desk top equipment.