We are pleased to be recruiting for a Customer Facing 1^st Line IT Analyst to join an IT Support and Services company. This is a fantastic opportunity for someone that likes variety as the role requires to solve all issues regarding the Service Desk, troubleshooting desktop and network technical issues from the office in Hemel Hempstead with some on-site visits with customers around the North West London area

As a Customer Facing 1^st Line IT Analyst you will act as the single point of contact for all communications with the Service Desk, being first port of call, and you will work closely with Service Desk Engineers in the effort to resolve support issues submitted by end users

Monday to Friday, 8am to 5pm/9am to 6pm

Duties:

• Remote access to the client’s machine to resolve problems
• Utilise the RMM tools to continually monitor and manage problems as they arise and/or proactively prevent problems arising, working together with the service desk and NOC team
• To assist with installs, move and changes. Physically building, configuring, installing or repairing IT services and solutions
• Assist with support and resolving issues with audio/visual equipment
• Provision cloud-based services by utilising various vendor cloud portals
• Log all incidents in the Service Desk system as required/directed and follow ITIL based service desk procedures and processes
• Maintain a high level of customer service to all end users
• Take ownership of client incidents and pro active when dealing with them
• Escalating any issue that is not resolvable to higher levels of support
• Liaison with vendors to resolve issues
• Keep the client informed regarding the status of incidents
• To work on projects under the guidance of senior engineer
• Routine PSA system administration such as logging time, updating client contact information, etc.
• Consistently document knowledge with client specific information and fixes
• Working within the guidelines of client specific service level agreements and objectives
• Advise sales team on procuring IT equipment on behalf of customers

Candidate requirements:

• Minimum 1-year experience in IT
• Knowledge on Microsoft operating systems
• Knowledge of Microsoft Office
• Basic Knowledge of computer networks an advantage
• Good understanding of PC hardware set-up and configuration
• Polite and presentable with excellent customer service skills
• Good communication skills
• Punctual and reliable
• Good problem solving and organisation skills
• Self-motivated and use own initiative
• Good team player
• Windows Server management skills would be useful

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