Roles Infrastructure

1st Line Support Analyst

  • Location: London
  • Type: Permanent
  • Payment: £19000 - 25000
  • Per: Annum
  • Role: Infrastructure

Posted by : Mary-Beth Hamilton

Email :

1st Line Support Engineer – c£25k – Bromley

An excellent opportunity has arisen with a large, highly regarded insurance company for a 1st Line Support engineer to ensure the progression and swift resolution of tickets logged with the Service Desk and managing client expectations throughout.
Our client is a highly regarded, award winning company that provides high-level support to recognised businesses, and are continuously expanding.

Role and Responsibility
• Handle customer incidents and service requests in a professional, courteous manner over the phone and via email
• Take ownership of incidents and managing them in a logical and methodical manner
• Correctly logging incidents, problems and service requests, categorising and prioritising them in line with team procedures
• Conducting full and thorough diagnostics with end users to enable first point of contact incident resolution
• Ensuring all faults are progressed and resolved within SLA, escalating to other internal and external teams as appropriate
• Managing incidents and requests through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
• Diagnosing and resolving incidents to the customers satisfaction
• Identify and escalate repeat issues or service risks to the Service Delivery Manager where necessary
• Keep operational documentation up-to-date

Essential Skills and Experience
• Good knowledge of Microsoft Windows 7 – 10 and Mac OS
• Basic knowledge of user administration (Active Directory, Exchange/Office365)
• Good knowledge of Microsoft Office suite
• Good understanding of workstation builds and configuration
• Hardware troubleshooting
• A clear and friendly telephone manner
• Strong communicator

• c£25k based on skills & experience
• + Excellent benefits package
• Career progression
• 25 days holiday + bank holidays

Apply for this role

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