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1st Line IT Support Analyst


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Peterborough, Cambridgeshire,United Kingdom                            




£10 - £11/hour

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Job Description:

1st Line IT Support Analyst A well-known Technology based company in Peterborough is looking to recruit a Service Desk Analyst that can provide hands on support remotely to their clients. The role involves ·Experience in Mailbox and AD admin with Windows Troubleshooting background ideal * Troubleshoot hardware, software and network (LAN/WAN, wireless and remote access) problems * Resolve account access/password problems * Configure new PCs with standard software suite and business application * Evaluate and test new products * Reporting all incidents and requests, documenting and tracking them * Write/review software installation instructions, knowledge base articles * Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements. * Proactively keeping Customers informed on incident or request status and progress. * Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group. * Adhering to Incident management procedures. * Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary. * Resolve >60% of incidents logged as a First Time Fix * Keeping up to date with the current standard procedures. * Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan. * Provide a point of technical escalation and expertise. * Escalate potential service issues initially with Team Leader/Service Desk Manager /Service Delivery Manager Please attach CV or call Peterborough Taskmaster to Enquire
Company Info
10 Waterfront Business Park

Phone: 01252 810995
Web Site:

Company Profile