Job Description

Posted 7 days ago

1st Line Support Analyst – 12 Month FTC

I’m working with one of the top publishers in the UK who are the team behind some of the UKs most famous brands.

They are looking for a 1st Line Support Analyst to join a Global support team providing centralized help and break-fix IT support to all employees across the organization. In this role, you will form key relationships with other ServiceDesk first line staff located in both the UK and the US. This position involves being a crucial resource for addressing IT issues and maintaining smooth technology operations throughout the company.

Key aspects of the role

* Respond to incidents, requests, and queries through multiple channels (phone, chat, email) while logging and categorizing them in the ServiceNow IT ticketing system

* Take ownership of IT issues from start to finish, ensuring tickets are closed within agreed SLAs

* Identify, diagnose, and prioritize issues and problems, escalating unresolved issues to higher support levels or management when necessary

* Provide support for printers, hardware peripherals, and mobile devices (iPhone and Android)

* Configure and manage desk phones, including setup and disablement

* Collaborate with UK and US-based ServiceDesk staff to maintain smooth technology operations across the organization

Essential Technical Skills & Experience:

* Proficiency in ServiceNow IT ticketing system for logging and categorizing incidents and requests

* Experience with multi-channel support (phone, chat, email)

* Knowledge of ITSM (IT Service Management) best practices

* Familiarity with SLA (Service Level Agreement) management

* Expertise in Windows and Mac OS troubleshooting and support

* Mobile device support skills for both iOS (iPhone) and Android platforms

* Printer and hardware peripheral troubleshooting abilities

* Experience with deskphone configuration and management

* Understanding of IT issue prioritization and escalation processes

* Ability to provide support across different time zones in a global environment

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In return you get 25 days’ holiday + BH on top (with the option to buy up to 5 additional holiday days), Discounted gym membership, Healthcare cash plan, charity day, Life assurance, pension scheme & regular socials.

This is a hybrid role with a non-negotiable 3 days a week minimum onsite

Skills: