Tier 1 Service Analyst
2 days ago
Chorley
We’re looking for a Tier 1 Service Analyst to join our Service Desk Team. The Tier 1 Service Analyst is the first point of contact for customers seeking IT support within an MSP environment. The role involves logging, diagnosing, and resolving a range of IT issues, as well as escalating more complex cases to Tier 2 or 3. In this role, you will deliver exceptional customer service, troubleshoot effectively, and maintain efficient communication to ensure clients experience minimal downtime. Career Path & Progression: This role is an entry-level position that offers clear opportunities for career progression within the MSP. As experience and technical skills develop, engineers can move into Tier 2 and Tier 3 roles, specialising in areas such as network administration, cloud services, or cybersecurity. Reporting to the Service Desk Manager, key responsibilities of the role are as follows: • Customer Support & Issue Resolution Provide first-line technical support via phone, email, or through a ticketing system, • Troubleshoot and resolve hardware, software, and network-related issues, • Follow the defined processes for incident and problem management, including proper documentation, • Escalate unresolved issues to higher-tier engineers in accordance with SLA timeframes, • Ticket Management, • Accurately log all issues, requests, and tasks using the service desk ticketing system, • Track, prioritise, and manage tickets to ensure prompt resolution within SLA guidelines, • Effectively keep clients informed of ticket progress and resolution status Incident & Request Management, • Triage all incidents, and perform an initial diagnosis., • Where incident is simple, progress the incident through to resolution or until escalation time is reached, • Take ownership of Service Requests ensuring that they are actioned or escalated within SLA, • Hardware & Software Support Assist with the installation, configuration, and maintenance of end-user hardware and software, • Support users with email, Office 365, Active Directory, VPN, and other applications, • Provide basic network troubleshooting (e.g. Wi-Fi, connectivity issues, printer configuration)., • User Account Management; create, modify, and disable user accounts in Active Directory, Office 365, and other systems, • Reset passwords and troubleshoot login/ authentication issues, • Monitoring & Incident Reporting, • Monitor client systems and alert management teams of potential issues, • Create incident reports and participate in post incident reviews where necessary, • Collaboration & Documentation, • Work closely with Tier 2 and Tier 3 teams to ensure seamless resolution of escalated issues, • Maintain and update technical documentation, knowledge base articles, and SOPs for end-users and support teams Training & Development, • Keep up-to-date with emerging technologies, products, and IT best practices, • Actively participate in internal training to advance to higher technical levels, • Proactively utilise the online training portals made available Skills, knowledge, competencies that are required for the role are as follows: Essential Technical • Knowledge Good understanding of Windows OS, Microsoft Office, and Office 365 suite Basic knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN), • Familiarity with Active Directory user management, • Experience using remote desktop tools to troubleshoot end-user issues Communication • Excellent verbal and written communication skills, • Ability to simplify technical information for non technical users, • Strong customer service orientation, with a polite and friendly attitude Problem-Solving • Logical approach to troubleshooting and issue resolution, • Ability to prioritise tasks effectively and manage time efficiently Teamwork & Collaboration • Work collaboratively with other service desk engineers and cross-functional teams, • Willingness to ask for help and share knowledge with colleagues Attention to Detail • Ability to document issues, resolutions, and ongoing activities with precision, • Maintain clear, concise, and accurate records in the ticketing system Other • Previous experience in a customer-facing IT support role, ideally within an MSP environment, • Familiarity with ITIL principles and best practices Knowledge of desktop and laptop hardware troubleshooting, • Basic understanding of cybersecurity practices Industry certifications (e.g., CompTIA A+, Microsoft 365 Fundamentals) Desirable • Experience working in an IT Managed Service Provider (MSP) setting Familiarity with IT service management tools (e.g., HaloPSA, ConnectWise, Autotask), • Experience supporting cloud-based services such as Microsoft Azure and Microsoft 365, • Exposure to mobile device management (MDM) solutions.