L1 Support Analyst

As a Level 1 Support Analyst, uou’ll be the first point of contact for clients needing technical support, handling first level requests efficiently and professionally. You’ll also escalate issues to senior team members when needed, ensuring prompt resolution.

• Customer Experience:
• Serve as the first point of contact via phone, chat, or ticketing system.
• Deliver a friendly, fast, and helpful experience.
• Provide remote troubleshooting and technical support
• Keep clients informed on ticket progress and service changes.

• Ticket & Incident Management:
• Log and manage support requests in Halo PSA.
• Ensure client documentation is accurate and up to date.
• Break down multi-issue tickets into separate tasks for clarity.
• Proactively manage ticket progress to prevent stagnation.
• Prioritise work in alignment with SLAs.

• Monitoring & Maintenance:
• Use RMM tools to monitor client environments.
• Apply remediation actions based on system alerts and documentation.
• Regularly review scheduled automated processes for efficiency.

• Project Support:
• Assist in project delivery when additional resources are needed.
• Support implementation tasks remotely.

• Communication & Risk Management:
• Escalate complex issues to senior support analysts when required.
• Keep clients updated on ticket status, changes, and system outages.
• Log time accurately in Halo PSA to ensure transparency.
• Identify risks and report them to the Service Delivery Manager.
• Contribute to process improvement initiatives.

• Team Collaboration:
• Adhere to schedules set by Service Delivery Management.
• Follow Standard Operating Procedures (SOPs).
• Maintain strict adherence to security policies and best practices.
• Provide constructive feedback for continuous service improvement.
• Participate in fostering a culture of innovation and adaptability.

• Skills & Attributes
• Essential:
• Problem-solving mindset with a passion for technology.
• Exceptional communication skills, with the ability to explain tech in simple terms.
• Solid understanding of Windows OS, business applications, networking, and printers.

• Ability to type quickly and accurately while assisting clients.
• Adaptability in a fast-paced IT environment.
• Strong time management and prioritisation skills.

• Desirable:
• Experience using ticketing systems, PSA, or RMM tools.
• Hands-on experience providing remote IT support.
• Familiarity with Microsoft 365 and cloud-based IT environments.
• Industry certifications (e.g., MCP, MCSA, ITIL, ITSM).
• Experience working in an MSP or IT helpdesk environment.