We have a fantastic new opportunity available for our client who are based in Harlow.

They are a well-regarded organisation and can offer you a competitive salary and excellent benefits.

We are looking for an experienced and professional First Line Support Analyst who will be able to provide first line support to all staff, manage consumables, stock control and provide effective administration of the service desk.

The successful candidate will have a demonstrable background in this role and will also have the required technical knowledge. You will need to have a recognised IT qualification, experience in a Windows Active Directory based LAN environment, and knowledge of Microsoft Office suites.

Key duties;

Incident report

• Provide a quality first line technical service to both internal and external customers.
• Support customers by taking calls, logging incident details on the incident management tracking system, diagnosing initial fault details before escalation to the IT Team as required.
• Diagnose and resolve simple IT related faults/problems that arise affecting staff.
• Escalate tasks and faults requiring specialist knowledge to the relevant member within the IT Team and third party support vendors.
• Proactively address faults/jobs assigned to first line support team to ensure prompt attention and escalate to Second Line Support Analyst and IT team if call is nearing Service Level Agreement target. Provide customers with regular updates on their calls and obtain call closure feedback relating to customer satisfaction of call handling experience.
• Liaise with other departments and outside bodies ensuring rapid solutions to problems.
• Contact third party vendors for updates on outstanding faults/jobs and provide proactive updates to staff and departments concerned.

Desktop, LAN and Laptop Support 

• Assist the Second Line Support Analyst and IT team with the day to day administration of all service desk tasks.
• Assist the Second Line Support Analyst in testing and evaluating any software patches, hot fixes and service packs that are relevant to desktop PCs and applications within.
• Perform and monitor backups in line with organisational business continuity plan.
• Working closely with the IT Team, provide assistance in all aspects of IT to staff.
• Deal with faults logged through the incident management system as first line support.
• Proactively identify serious or significant desktop issues and report to Second Line Support Analyst and IT Team.
• Provide primary support for laptop users including remote VPN issues, escalating more complex issues to appropriate team member.
• Perform other desktop support duties including hardware repairs, software updates, and software package installation and configuration.
• Perform routine desktop and laptop maintenance to ensure antivirus and authorised software patches are up to-date for mobile workforce.
• Build desktops and laptops to conform to a build standard from ground up.
• Ensure that all changes to software and systems are updated in IT documentation.

If you have the relevant skills and experience for this role and would like some further details, along with a full job description, please get in touch!