1st Line Support Analyst

1st Line Support Analyst (IT Helpdesk Support)

Location: High Wycombe HP11 1JU (Hybrid)

Department: Helpdesk

Sharp IT Services is seeking a 1st Line Support Analyst to join our helpdesk team. This role involves providing IT support to a diverse client base, managing support tickets efficiently, and ensuring excellent service delivery to maintain client satisfaction and retention.

Key Responsibilities

1. Own, update, and progress support tickets, ensuring clients receive timely updates
2. Meet Key Performance Indicators to maintain high service standards
3. Develop technical proficiency through continuous learning
4. Prioritise and organise daily tasks to align with client expectations
5. Communicate professionally and effectively with clients and colleagues
6. Represent Sharp IT Services in a professional manner at all times

Skills and Experience

1. Friendly, personable, and professional approach
2. Strong client service focus
3. Excellent written and verbal communication skills
4. Basic technical knowledge and experience in IT
5. Familiarity with Microsoft Server and Desktop Operating Systems
6. Basic understanding of Microsoft 365, Azure, networking, firewalls, virtualisation, backup, and antivirus solutions
7. Awareness of Remote Monitoring and Management tools

This is an excellent opportunity for someone looking to develop their IT skills in a supportive and professional environment. Apply now to join the team.