ABOUT YOU:

• Experience of working in an IT role is beneficial.
• We’re looking for somebody to join our service desk team who is enthusiastic, with an excellent customer service skill set, and an IT technical background.
• You’ll be able to communicate effectively in person, on the phone and through email to build meaningful relationships with customers and external suppliers.
• We need someone who enjoys solving problems and troubleshooting, helping people, has an active interest in IT and has a willingness to maintain an ever evolving skill set.

ROLE OVERVIEW:

Thirteen Group are looking for a 1st Line Support Analyst to join our IT helpdesk on a full time, permanent basis in Hudson Quay, Middlesbrough.

KEY RESPONSIBILITIES:

• You’ll be working mainly from our head office at Hudson Quay, Middlesbrough, on a rota basis covering weekdays 8-5.
• You’ll be a first point of contact for our Thirteen colleagues where you’ll respond to incidents and service requests reported through a range of channels including phone, email and self-service, providing a first point of contact resolution where possible.
• You’ll categorise, assign and prioritise incidents and service requests, as well as providing first line systems and hardware support to a range of applications and devices.
• You’ll also continually update and record user interactions within the IT service management software and escalate user issues or faults where appropriate, tracking resolutions and keeping the customer informed throughout.