1st Line Support Analyst

at  FluidOne

Location:
Chessington
Report to:
Pod 2 Team Leader
Salary:
Competitive
Hours:
40 Hours (Shifts are either 7am – 3.30pm or 2.30pm – 11pm or 9am – 5.30pm, Occasional weekend on call as well)

REQUIREMENTS:

• Basic knowledge of Microsoft Azure, Intune and Defender.
• Proficiency in troubleshooting and providing support for hardware, software, and network issues.
• Knowledge of Windows and/or macOS operating systems.
• Familiarity with Active Directory and user management tasks.
• Experience with ticketing systems (e.g., ServiceNow, JIRA) for incident management.
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP).
• Ability to diagnose and resolve issues related to email (Outlook, Exchange) and other productivity tools.
• Previous experience of working in a similar environment.
• Excellent written and oral communication.
• Good numeracy skills.
• Open to change and willingness to learn.
• Ability to work in a high pressure environment.
• Excellent customer service skills.

• Incident Logging and Categorisation: Accurately log and categorise incidents in the service management tool, ensuring all necessary details are recorded.
• Initial Diagnosis and Triage: Perform initial diagnosis of incidents to determine their root cause, and escalate complex issues to appropriate 2nd or 3rd line support teams if necessary.
• Customer Communication: Maintain clear, professional, and timely communication with customers, keeping them informed of the status and progress of their incidents and requests.
• Service Request Fulfillment: Process and fulfill standard service requests such as password resets, software installations, and access management.
• Knowledge Base Utilisation: Utilise the knowledge base to resolve common issues and update it with new solutions and troubleshooting steps for future reference.
• Prioritisation of Incidents: Prioritise incidents based on their impact and urgency to ensure critical issues are addressed promptly.
• Adherence to SLAs: Ensure that all support activities comply with established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Customer Satisfaction: Strive to provide a high level of customer satisfaction through efficient and effective resolution of issues and by delivering exceptional service.
• Escalation Management: Escalate incidents and service requests to higher-level support or management when required, ensuring a seamless handover with all relevant information.
• Monitoring and Reporting: Monitor system alerts and performance metrics to proactively identify potential issues and generate regular reports on support activities and performance.
• Process Improvement: Participate in continuous improvement initiatives by identifying areas for process improvement and suggesting enhancements to existing procedures.
• Incident Documentation: Document all troubleshooting steps, resolutions, and workarounds accurately within the service management tool for future reference and analysis.
• Security Compliance: Ensure that all support activities comply with organisational security policies and procedures, including data protection and access controls.
• Collaboration with Teams: Work collaboratively with other support teams, including 2nd and 3rd line support, to resolve complex issues and ensure seamless service delivery to customers.