About this role
Role: 1st Line Support Analyst
Location: Wilmslow
We are the Citation Group. We offer colleagues and clients an opportunity they will not gain at many other businesses. We are interested in growth, investment and service excellence. We have never and will never grow our business by cost cutting or tying people up in bureaucracy. We don’t do politics – we want people focused upon actions and delivery. We don’t do micro-management – we empower, support and innovate. We are leaders, not empire builders and we love our business.
The Citation Group has grown rapidly over the past few years and have big ambitions for the future. As a Private Equity backed business, the plan is to triple the size of the business over the next few years through both organic growth and acquisitions.
The Role
The IT Service Desk is the single point of contact for all IT services, requests, and incidents. The IT Service Desk is a busy, dynamic, fast paced team, servicing multiple individual businesses and over 1600 colleagues.
You should have excellent customer service skills and broad knowledge of IT. Be confident, friendly and approachable with a good telephone manner and able to communicate with staff who have varying IT Knowledge. Having an eye for detail and accuracy is essential.
You will have some experience within IT service desk and demonstratable customer service skills with an aptitude for technology.
Include but not limited to:
Supporting internal staff over 2 sites on a weekly basis
Receiving and handling requests for service, following agreed procedures and SLA’s, accurately and to a high-quality originating from our portal, telephone, and face to face.
Logs incidents and service requests and maintains relevant records:
Identifies and classifies incident types and service interruptions
Records incidents cataloguing them by symptom and resolution
Provide 1st line technical support
Acting as customer liaison and delivering an excellent customer experience
Take ownership of user requests and be pro-active when dealing with user issues
Providing updates to the customer on the progression of their call
Administration of required systems and documentation
Liaising with 2nd and 3rd line support teams and 3rd party / vendor support teams
Escalating calls where necessary, monitoring 2nd and 3rd line SLA’s
Maintain the IT asset register
You will be required to travel to other offices as and when required
Support hours are currently 8am to 6pm Monday to Friday, with a shift rota.
About you
Telephone and face to face customer service skills
Empathy and understanding of customer needs
Effective organisation and time management skills
A good technical understanding of computers, networks and communications systems
Exceptional attention to detail
Ability to work accurately under pressure
Excellent communication and interpersonal skills
Technologies
Knowledge and experience in the following will be advantageous.
Knowledge of Windows 11, M365 & Active Directory
ITSM Tools
MS Outlook
MS Teams
MS Defender
iOS / iPhones / iPads
Go To Assist, Sharepoint and general PC hardware knowledge for fixes and resolution