First Line Analyst

Key Areas Of Responsibilities:

  • Resolving 1st line incidents and requests
  • Taking ownership of end user faults and bringing them to a successful resolution
  • Ensuring all tickets are resolved to a high level of customer satisfaction
  • Providing regular feedback to clients re the status of their tickets
  • Providing exceptional communication between the service desk, end users and resolver groups
  • Effective ticket management and tracking using the Remedy ticket logging system
  • Meeting and exceeding customer specific service level agreements (SLAs)
  • Proactive Management of tickets raised with 3rd party resolver groups
  • Utilising various remote takeover tools when necessary
  • Liaising and assisting Field Engineers on client sites
  • Ensuring all tickets are categorised to correct standards
  • Following internal processes for assigning tickets to the correct department or individuals
  • Following Security admin and information security processes
  • Following Sev-1 / Sev-2 escalations and notifications where appropriate



  • Microsoft Office XP/2003/2007 – Word, Excel, Outlook & PowerPoint
  • Microsoft Windows XP/ Windows 7 Workstation
  • Microsoft Exchange / Active Directory administration
  • Citrix
  • Back up software including Backup Exec and Evault
  • Knowledge of ADSL and WiFi technologies
  • Knowledge of RIM Blackberry, HTC, Mobile devices
  • Knowledge of networking concepts
  • CompTIA A+ Essentials (Desirable)
  • CompTIA A+ IT Technician (Desirable)
  • MCTS  Windows 7 (Desirable)
  • MCTS  Windows Server 2008 (Desirable)
  • ITIL/Prince 2 Foundation (Desirable)


Location: Croydon

To apply for this position, please send us an email.