IT Support Analyst (1st line)

IT Support Analyst (1st line)
Based: North London (Hybrid Working / 3 days office based)
Type: Full-time
Salary: £29-34k
Eligibility: You must be eligible to work in the UK

Based on one of our customer sites in North London, the 1st Line engineer role is an extremely important Customer-facing role at Smartdesc. The postholder will represent the business via various communication methods and will develop and build strong trusted relationships with our client base by providing excellent IT support through regular communication and customer service. 

You will be responsible for remote service desk support within the client: 

• First point of contact for users seeking technical assistance over the phone, email, chat. 

• Diagnose and solve hardware/software faults by questioning users effectively to determine the root cause of the problem. 

• Escalate more complex problems to appropriate resources. 

• Handling requests in relation to workstations, printers, networks, and vendor specific hardware and software. 

• Assistance other operational departments with projects. 

• Creating Knowledge / documentation.  

Smartdesc places a strong emphasis on being proactive as well providing a high-quality service – setting us apart from our competitors, to achieve this, you will work with your colleagues to help deliver IT Service improvement.  

Engineers are expected to be able to take ownership of issues & requests and see it through to resolution or escalation if required. The role will work closely with our UK and Greek colleagues. 

Strong communication skills are essential in keeping clients updated either through written or verbal methods.   

All issues and service requests are raised through a ticketing system and the engineer is responsible for managing and prioritizing their own tickets and workload; while also ensuring they are adhering to the SLA and OLA’s.  

Experience and non-technical skills

• Customer Service experience (Minimum 1 year)
• Proficient in Verbal and written English.
• Experience working as part of a team.
• Able to follow defined processes.
• A commitment to detailed documentation.
• Able to converse with all levels of colleagues, confidently and honestly, being able to ask for help when needed.
• The ability to explain technical concepts in basic terms without being patronising.
• The ability to multi-task and manage time under pressure.
• Positive attitude to any situation, with the ability to resolve customer issues or requests promptly and efficiently.
• Ability to spot opportunities and improvements that will benefit the end user experience and taking this forward with senior colleagues via suggestions and recommendations.

Technical Skills

• Strong working knowledge of Microsoft 365.
• Working knowledge of Microsoft Azure including Remote Desktop Services.
• Working knowledge of Microsoft technologies – Server / Exchange / Active Directory.
• Knowledge of security technologies and toolsets
• Knowledge of networking infrastructure – LAN / WAN / DNS / Firewalls etc.

About Smartdesc

Part of the Academia Group, Smartdesc is a leading UK IT solutions provider, specialising in technology for education, public sector and commercial clients.

Following recent growth and the acquisition of Smartdesc into the group, we are now entering a new phase focused on operational excellence, scalability and culture.

With a turnover of over £140m, 300+ staff and a target EBITDA of £6m+, we are building a unified, values-driven organisation that empowers people to perform at their best.

Benefits

• Gym membership contribution    
• Health Cash Plan
• Increased annual leave with length of service    
• Free annual leave on your birthday   
• Length of service bonus   
• Flexible working hours  
• Hybrid working  
• Free Will Writing service  
• Life Insurance    
• And much more!