1st Line IT Support Analyst
Role will be based in Perth, Scotland. Working with a hybrid setup. Tuesday and Wednesday in the office, Monday Thursday Friday at home. 2 Alternating Shift Patterns - 8.30am-4.30pm; 9.00am-5.30pm
This employer offers training opportunities to their staff and long-term employment.
Applicants must have some relevant IT experience and have excellent communication skills to be considered for interview.
Role Overview:
This role is the central point of contact for all 1st Line IT related incidents and service requests, supporting customers across multiple sites.
The 1st Line Support Analyst will provide the initial support and triage for new and on-going incidents by phone, e-mail, self-service portal, chat and in person (for walk-in customers); for reported incidents, as well as handling service request fulfilment; whilst ensuring a high level of customer service.
Overall purpose of the role:
* The 1st Line Analyst will be expected to complete the initial triage & diagnosis of incidents and requests, resolving where possible or escalating to the appropriate support teams and third party suppliers, as necessary.
* The role will involve supporting and provisioning software applications as well as hardware including desktops, laptops, assorted input/output devices, network devices & smart-devices.
* Where 3rd party suppliers are involved the analyst will be expected to liaise between the supplier and the end customer, p...