York - Technical Support Analyst - £23-25K
An established client of ours in the Technology sector is looking for an IT Technician to join their internal IT department on a permanent basis. This position would be ideal for someone with 2+ years of first-line Service Desk experience, looking to join a growing team with countless progression opportunities. The ideal candidate will have a desire to learn, exceptional problem-solving abilities, work well in a team, and have a customer-focused mindset. Having come from a similar Service Desk role, this vacancy is suited for someone willing to 'hit the ground running', with knowledge and experience of using an ITSM tool alongside ITIL understanding.
Roles & Responsibilities:
* Respond to technical support inquiries via email, phone, or chat.
* Troubleshoot and resolve technical issues for customers.
* Escalate complex issues to 2nd / 3rd line teams when necessary.
* Maintain detailed documentation of support tickets and resolutions.
* Provide training and support to customers on software and hardware usage.
* Collaborate with other teams to identify and resolve product issues.
* Stay up-to-date with industry trends and emerging technologies.
* Participate in an on-call rotation to provide out-of-hours support for both internal and external customers, outside of the core business hours.
* Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution.
* Utilize ITSM tools to log, track, and manage customer tickets, ensuring accurate documentation and timely updates.
* Understand, adhere to, and promote IT security best practices.
* Complete administrative tasks, acknowledge events, check security logs, log, and progress change requests.
* Be willing to carry out any other reasonable request.
* Adhere to asset and access management policies and procedures.
* Perform tasks in support of data and information security.
This is an excellent opportunity for an enthusiastic and passionate IT Technician to join a successful organization. Interviews are being arranged immediately for this role, so if this is of interest, please apply now for consideration!
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