1st Line Support

  • Location
    Dudley, West Midlands
  • Salary
    £ 25000 - £ 30000 / Year
  • Job type
  • Industry
  • External Reference
  • Category
    IT - IT

1st Line Support




Working within the IT Support team, the IT Support Analyst will be responsible for day to day management of the Jira Service Desk ticketing system for the IT Support function within the business, escalating issues where appropriate to the System Administrator and IT Manager. The successful candidate will ensure that the IT Support function works towards the agreed service standards and ensures any operational service degradation and interruption is communicated or escalated effectively.

Good communication is vital and the role will involve supporting the existing infrastructure and applications and projects where appropriate.

Key Accountabilities

  • Be first point of contact for internal IT issues

  • Log and investigate support tickets using Jira Service Desk software

  • Setting up new users and disabling accounts in accordance with department requirements

  • Administration of our Office365 applications

  • Support end users and their work equipment

  • Install authorised software to laptops

  • Ensuring all hardware and software is ordered, configured and licensed as required

  • Ensuring that all devices are protected with Sophos Anti-Virus

  • Administration of Mitel phone system, client softphones and Xarios call recorder

  • Ensuring security, patches and upgrades are applied and kept up to date on laptops

  • Escalate IT issues to the Senior Support Analyst and IT Manager where necessary

  • Undertake small to medium-sized IT projects as instructed and supervised by the IT Manager or Senior Support Analyst

  • Completing internal user desk moves where necessary

  • Patching of network devices where necessary

  • Ensure IT Asset List is maintained where necessary

  • Ensure documentation is updated where necessary

  • Perform basic administrative support duties as required to meet specific operational objectives

Key Skills you'll need

  • At least an A Level or HND in Computer Studies or equivalent technical qualification

  • Experience of 1st Line IT support

  • Office365 and Azure management

  • Good knowledge of Active Directory

  • Phone system (Mitel) experience including configuration and administration

  • Good time and workload management

  • Self-motivated and keen to develop new skills

  • Excellent communication skills

  • Attention to detail

  • Office365 applications

  • Exposure to Microsoft Windows Server & Microsoft Azure

  • Exposure to Microsoft Exchange Server administration

  • Exposure to Office365 administration

  • Sophos Anti-Virus

  • Basic networking knowledge

To apply please follow the link or call Georgia on 01384 456782 for more information.
Adecco UK are an equal opportunities employer and an Employment Agency

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Georgia Taylor