Service Desk Analyst - 1st line As a Service Desk analyst you will work as part of a team that provides first line IT support. Your responsibilities will include communicating with our customers both internal and external about a wide variety of IT related matters. Primarily this will involve providing technical support to quickly resolved incidents relating to our core workplace systems and applications. You will also be responsible for promoting and managing our range of self-service support solutions. Customer service expeience is ESSENTIAL What do we need from you? You will be self-motivated with a drive for self-development and performing daily tasks to a high standard You will have a passion for IT and Customer Service A suitable level of technical experience (see technical skills) and an enthusiasm to learn Role Responsibilities Troubleshooting 1st Line issues through to resolution, or, following the required escalation path Collaborating with 2nd/3rd/4th Line engineering through to resolution when appropriate Utilise soft skills to manage customer escalations effectively and efficiently Proactively communicating with customers to ensure updates are clear and consistent Working closely with 3rd parties to book in hardware replacements and repairs whilst updating tickets with each step of the customer journey giving them full visibility Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.  Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation We take our obligations to protect your personal data very seriously.  Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website http://proactive.it/privacy-notice