Date posted





Up to £24,000

Job Description

Job Title: 1st Line Technical Support Analyst

Location: Reading

Salary: Up to £24,000





My client, a conveyancing search solutions company, are currently recruiting for a 1st Line Technical Support Analyst to ensure customer enquiries and incidents are resolved in a timely and professional manner.


Main duties include but are not limited to:


     Maintaining motivation and focus within a highly technical team, developing a strong culture of technical and customer service excellence.

     Answering and resolving all customer enquiries and reported incidents, endeavouring to achieve first touch fix resolution and making sure queries are answered quickly and effectively.

     Ensuring tickets are fully updated to reflect all pertinent details and actions taken to effect prompt resolution by any member of the team.

     Providing proactive support in responding to user calls, diagnosing and deciding on most appropriate solution and acting accordingly whilst ensuring that the call logging database is maintained and updated at all times.

     Working closely with 2nd and 3rd Line teams to take any actions required in ensuring the availability of key applications and systems at all times.

     Creating and updating knowledge base articles to improve fault resolution at 1st Line and where required assist in the provision of training and support to users.

     Assisting with ongoing troubleshooting and development of systems.



The ideal candidate should have:


  • You will be a strong communicator with high attention to detail, ideally with previous experience in a technical service desk role.

     ITIL v3 Foundation or previous Service/Support Desk experience would be an advantage.

     Basic Windows troubleshooting skills.

     Basic networking troubleshooting skills (LAN/WAN, IPs, internet, etc).

     IT security (firewalls, anti-virus, etc).

     Experience of technical authoring both internal (knowledge base) and customer-facing support documentation or articles.

     Highly analytical with excellent organisation and problem-solving skills.

     Ability to actively listen and understand user requirements and translate into technical solutions.


Robert Fox – Senior Recruitment Consultant

Telephone: 01322 293286




Full Time


Information Technology

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