IT Analyst

My client is looking for a Entry Level 1st Line Support consultant for a 

About the role

• Entry Level

You'll respond to, and track to all incoming calls, emails and IT enquiries to the Service Desk, triaging calls and ensure all relevant information is captured at point of logging. This will require you to resolve incidents at first point of contact, where possible, or accurately assign to other resolver teams where appropriate.

You will own the ticket lifecycle making sure tickets are up to date and ensuring that the customer is informed of any resolution before the ticket is resolved and closed.

You'll represent IT and City & Guilds in a professional manner at all times, with the focus on helping employees make the best use of their desk top equipment.

About you

You'll need experience of working to and reporting against SLAs and a good working knowledge of current versions of MS Office and Microsoft Windows. You must also have an understanding and awareness of ITIL framework and processes. 

With good customer service skills, with the ability to interact professionally with all levels of internal and external contacts, you will have broad technical skills within a Microsoft environment. You must also have good communication skills both verbal and written.

The ability to multitask and prioritise is a must in this position as you will be working in a high demand environment.

If you would like to be put forward for this role than please send cv to[email removed]