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1st Line Support

  • Location: West Midlands
  • Salary: £18000.00 - £18500 per annum
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

1st line support Analyst required by our leading client in Coventry to provide technical support to customers and resolve issues in line with Service Level agreements
The main responsibilities are detailed below, although the post holder would also be expected to perform any other duties which might reasonably be required by the business.

  • Act as the initial point of contact for any customer issues and provide technical support to end users
  • Gain an accurate understanding of user issues and requirements and appropriately transfer information to central knowledge systems
  • Escalate tickets to the appropriate resolver group, Service Desk Leads and management in a timely fashion
  • Accurately log, update and maintain incident records and tickets
  • Follow Trustmarque incident and change management procedure in line with documentation
  • Proactively review issue trends and raise awareness within the team
  • Develop and maintain knowledge of customer IT systems
  • Maintain cohesive working practices within the team to ensure efficient resolution of customer issues
  • Develop and maintain their own knowledge and skills in line with new technologies

Skills and experience:


  • General knowledge of a variety of IT systems and how they are used within a business environment
  • Knowledge and experience of:
    • Microsoft Windows
    • Microsoft Windows Servers
    • IT Networking
    • ITIL Framework
  • Some previous 1st line support experience.
  • An excellent understanding of Trustmarque as an organisation

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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