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1st Line Support Analyst

  • Salary: Up to £21500 per annum + Overtime
  • Job type: Permanent
  • Location: Portsmouth, Hampshire
  • Sector: IT
  • Date posted: 13/09/2018
  • Job reference: J392206A

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1st Line Support Analyst

1st Line Support Analyst required by a leading support services organisation based in Portsmouth. You will be part of a large team of Analysts, providing 1st line IT support and excellent customer service.

Key Responsibilities

  • Answering and logging calls received as issues or requests - ensure all are resolved within SLA
  • First line fixing of faults
  • Utilise problem analysis techniques to diagnose and rectify technical problems and queries
  • Escalate to 2nd and 3rd line support where required
  • Deliver first class customer service against Service Desk targets and SLA's
  • Assist with mailbox processing

Knowledge, Skills and Qualifications

  • Proven 1st line support experience
  • Excellent communication skills to ensure excellent customer service
  • ITIL awareness (desirable)
  • Must hold Security Clearance or be SC clearable

Salary and benefits

  • £21,500 basic salary
  • Overtime
  • 25 days annual leave plus public holidays
  • Contributory pension with life assurance
  • Share ownership scheme
  • Flexible benefits: Childcare vouchers, Health Care cash plan, bike scheme etc.
  • Free Parking
  • Free and regular shuttle bus connecting to local bus and train stations and the city centre
  • Excellent location with shops, coffee shops, restaurants, hairdressers, beauty salon and nursery

Working hours

  • You will work a 37.5 hour week Monday-Friday which will consist of early shifts (starting at 7am) or late shifts (finishing at 5:30pm)
  • Overtime is paid for anyone working longer shifts in the day
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