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1st Line IT Support Analyst



days ago

  • Peterborough (PE7)

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  • Salary from £17,500 to £20,000 per annum
  • Job type:
  • Kelway Ltd

£500M IT Solutions company are looking to recruit a suitably skilled 1st Line Analyst, to join their busy Service Desk, in their modern Peterborough offices.

You will be responsible for answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution.

1st Line IT Analyst – Service Desk


Location – Peterborough

Salary - £17,500 - £20,000 - (plus excellent benefits and career progression)


·1st Line Support of Wintel / Retail and Hardware related incidents.

·Accurately log incidents and ensure all relevant data is captured whilst logging the incident.

·Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.

·Proactively keeping Customers informed on incident or request status and progress.

·Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.

·Adhering to Incident management procedures.

·Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.

·Resolve >60% of incidents logged as a First Time Fix

·Keeping up to date with the current standard procedures.

·Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.

·Provide a point of technical escalation and expertise.

·Escalate potential service issues initially with Team Leader/Service Desk Manager /Service Delivery Manager

·Escalate potential problem issues with Problem and Incident Management.

·Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork.

·Contributing to team meetings.


·Educated to GCSE level in Maths and English or equivalent. (Essential)

·Good knowledge of IT platforms, equipment and applications. (Essential)

·Proven Customer service skills(Essential)

·6 months experience as an analyst within a similar environment (Essential)

·Industry recognised qualifications in relevant area (i.e. MCP) (Preferred)

·Up to6 months remote support experience of :

1.Windows Operating Systems (Essential)

2.Citrix (Preferred)

3.Cisco Telephony Systems (Preferred)

4.Hardware troubleshooting of both desktop and server hardware. (Preferred)

5.Application support of applications from major vendors such as Netapp, Cisco, Microsoft, etc (Preferred)

·Knowledge of supporting various windows applications including MS Office from end user perspective (Preferred)

·Understanding of the ITIL framework and knowledge of the various associated disciplines. (Preferred)

·Working to SLA’s and KPI’s and to be able to accurately describe their purpose. (Preferred)

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