We are recruiting a 1st Line Support Analyst to join our award-winning and market-leading MSP based in Frome, Somerset in our Service Desk team.

SKILLS AND EXPERIENCE REQUIRED:

• IT Support: 1 year (preferred)
• Excellent customer service, customer-facing and problem-solving skills
• Organisational, time management and documentation skills

PREFERRED TECHNICAL SKILLS TO INCLUDE:

• Windows Server & Desktop
• Microsoft 365 and Azure administration
• Mac troubleshooting
• Experience of working within ITIL or SDI frameworks
  We are happy to invest in training for a candidate who may not have the above skills, but is keen to learn and customer focused.

QUALIFICATIONS (PREFERABLE, NOT ESSENTIAL):

• Microsoft Foundation or Associate Level (Workstation, Infrastructure or Cloud), Comptia A+ or similar
  Job Types: Full-time, Permanent
  Pay: From £25,500.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Gym membership
• On-site parking
• Private dental insurance
• Private medical insurance
• Sick pay

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Frome, BA11 2RY: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Are you based within a reasonable commute from Frome? (please check on google maps). This will be office based during the probation period of 3 months, then at least 3 days a week from then on.

Work Location: In person
Application deadline: 11/02/202

THIS IS AN OFFICE BASED ROLE, WITH FLEXIBILITY TO WORK UP TO 2 DAYS PER WEEK REMOTELY AFTER 3 MONTH PROBATION PERIOD, CANDIDATE MUST BE ABLE TO GET TO FROME REGULARLY

Exceptional benefits including on-going training and career development, up to 28 days holiday + bank holidays, pension, healthcare, free parking, casual dress, free workwear.

THE ROLE:

We are recruiting an IT Support Analyst to join our Service Desk as a 1st Line Support Engineer. You will use your I.T. knowledge to log and resolve a variety of service incidents and requests for a diverse range of clients, working closely with other engineers in our team. 1st Line Engineers are our first responders, they provide technical know-how, a friendly voice on the phone and a one-touch resolution to incidents where we can. We care about our clients and want to help them get back to their own role as efficiently as possible.
Service Engineers deal with cases that are reported by phone, chat, email or occasionally in person. These are entered into our tickets system and allocated by our Dispatcher to work on by the engineer team throughout the day. Tasks are highly varied, in both business industry and technology. A broad range of technical interest, a desire to provide and improve on our excellent customer service, plus a passion to learn either practically or through certification are essential to perform well in this role.
The successful IT Support Analyst will receive the training, support and certifications required to ensure you stay ahead of emerging technologies, enabling you to provide exceptional customer service and fully support your clients as their businesses grow.

KEY RESPONSIBILITIES:

• Providing excellent customer experience, through issue resolution, and friendly customer service
• Answering and logging incoming call and chat support requests
• Maintaining detailed, accurate notes and time records
• Troubleshooting and resolving technical issues until resolution or escalation
• Referencing and updating client documentation and user guides
• Liaising with 3rd party software vendors