Job Description:

IT Support Analyst is required by my client who are based in the Slough area, this is an on-site / office-based role.

Responsibilities:

Logging support calls via telephone and email

Resolving 1st line incidents and requests


Effective ticket management and tracking using the Service Cloud ticket logging system

Ensuring all tickets are categorised to correct standards

Following internal processes for assigning tickets to the correct department or individuals


Ensuring all tickets are resolved to a high level of customer satisfaction


Providing regular feedback to customers regarding the status of their tickets

Providing exceptional communication between the service desk, end users and resolver groups

Proactive Management of tickets raised with 3rd party resolver groups

Meeting and exceeding customer specific service level agreements (SLAs)


Providing prompt escalation to 3rd Line Support/ Problem Management team as required


Utilising various remote takeover tools when necessary


Following internal processes for assigning tickets to the correct department or individuals


Following Security admin and information security processes, following escalations and notifications where appropriate


Working with Vonage cloud-based phone system

Providing training to customers and employees on software/websites (Face to face and on the phone)

Troubleshooting issues with Apple and Android products, Laptops, Desktops, Tablets)

Troubleshooting issues on PC’s, EPOS terminals and Printers within the building

Essential Skills:

Experience of working on an IT Service Desk

Office 365


Microsoft Windows 11, 12

Microsoft Exchange / Active Directory administration


MAC OS

WAN/LAN9 Router /Switches

Back-up software (Hycu)

Knowledge of broadband and Wi-Fi technologies


Mobile devices
 (Android & Apple)

Knowledge of networking concepts

Cyber security

Desirable Skills:

MCTS Windows 7 & 10 (Desirable)


Nutanix Data Centre Experience

MCTS Windows Server 2008 (Desirable)

ITIL/Prince 2 Foundation (Desirable)

Person Specification:

5 Year checkable work history, with no unaccountable gaps.

Valid UK Driving licnese

Valid Passport

Must already possess the Right to Work in the UK

Excellent business English verbal and written communications skills in all forms

Ability to work under tight time frames

Works well on their own and as part of a team

Self-motivated, independent and resourceful

Problem solver

Please send your CV in the first instance and if relevant you will be contacted with full role and company information