1st Line Technical Support Analyst

Join us at ITRM’s Intelligent AI Solutions Showcase1st Line Technical Support Analyst:
Sidcup-Based Role

Role Summary

As a 1st Line Technical Support Analyst, you are the first point of contact for clients requiring IT assistance within our Managed Service Provider (MSP) environment. Your primary responsibility is to deliver exceptional customer service, achieve high first-time-fix rates, and ensure incidents and service requests are handled swiftly, professionally, and in alignment with our SLAs.

Site visits may occasionally be required as an exception rather than a routine responsibility, typically for simple troubleshooting or hardware swaps when remote resolution is not possible. This may also include a full-day on-site for one of our customers.

Key Responsibilities

• Act as the first point of contact for all incoming technical issues.
• Troubleshoot and resolve common IT issues, including login failures, software errors, hardware faults, and network connectivity.
• Perform structured triage and capture accurate information.
• Aim for high first-time fix rates.
• Escalate unresolved issues with clear notes.
• Handle account creation, password resets, mailbox updates, and software installations.
• Customer Experience & Communication
• Communicate clearly with users.
• Provide ticket updates and maintain ownership.
• Operational & Platform Tasks
• Use PSA/RMM tools, action monitoring alerts, support maintenance tasks, and maintain asset records.
• Create/update knowledge articles.
• Flag recurring issues.

Technical Skills

• Microsoft 365 admin
• Active Directory
• Basic networking (DNS, DHCP, VPN, Wi-Fi)
• Remote tools & PSA platforms
• Endpoint security principles

Soft Skills

• Calm under pressure
• Strong organisation and prioritisation
• Listening & problem solving
• Team player with a growth mindset

KPIs

• First-time fix rate
• SLA adherence
• CSAT feedback