1st Line Support Analyst

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Hybrid | Based in Peterborough, UK | Sharp IT Services UK

Are you looking to kickstart your IT support career in a dynamic and client-focused environment?

At Sharp IT Services UK (SITUK), we’re looking for a 1st Line Support Analyst to join our Helpdesk team. As a key part of the team, you’ll be responsible for providing first-line support, addressing client issues, and ensuring that all support tickets are efficiently handled. You’ll work closely with both clients and internal teams to resolve issues and deliver excellent service.

What You’ll Do

• Provide initial support to clients and take ownership of incoming support tickets.
• Troubleshoot and resolve basic technical issues across Microsoft 365, Windows Servers, and network environments.
• Ensure effective communication with clients to understand their issues and provide timely updates.
• Work to meet agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Collaborate with 2nd line and other technical teams to escalate unresolved issues as needed.
• Contribute to a positive, client-focused atmosphere within the support team.

What You’ll Bring

• At least 12 months’ experience in IT support (preferably 1st line).
• Basic knowledge of Microsoft Server and Desktop OS, M365, and networking concepts.
• Familiarity with common IT issues and troubleshooting methods.
• Good communication skills (both written and verbal) and the ability to engage with clients professionally.
• A team-oriented mindset and eagerness to expand your technical skills.
• An interest in progressing in IT support and taking on more technical challenges.
• Flexible hybrid working options.
• A supportive team culture focused on professional growth.
• The opportunity to work with a range of clients and new technologies.
• Be part of a respected brand with an expanding digital services division.

Ready to make a difference in IT support at Sharp? Apply now and start your journey with a growing, forward-thinking team.

• Seniority level
  
  Entry level

• Employment type
  
  Full-time

• Job function
  
  Information Technology and Analyst
• Industries Technology, Information and Internet and IT Services and IT Consulting

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