1st line support analyst Work, Jobs in Pontcanna, Crf (with Salaries)

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- Up to £27,000 a year
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- Employee assistance programme
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1st Line Support Analyst

Chorus -
Bristol

Quick apply

Job details

Up to £27,000 a year

Qualifications

Azure
Microsoft Exchange
IT support
Organisational skills
IT
Communication skills

Full job description

Key Responsibilities

Engage with customers via multiple channels (including phone, email and service portal), providing efficient and effective customer service to our customers end users and other key stakeholders
Act as the first point of contact for technical service requests and incidents, owning each ticket through to resolution or escalation
Ensure tickets are resolved within agreed SLAs, keeping customers informed of progress at every stage
Identify when tickets need escalating and provide clear, thorough handover notes in line with our standard operating procedures
Spot patterns that may indicate an underlying problem and flag them through our Problem Management process
Provide exemplary service to the customer ensuring high personal and organisational customer satisfaction scores are maintained
Build good working relationships with our clients, developing familiarity with their environments over time
Youll also be part of an ISO-compliant organisation, which means upholding our standards around Quality Management, Information Security, data protection, and health & safety - all of which well fully support you with.
Undertake any other duties as reasonably requested.

What were looking for

This is a true entry-level role we do not expect you to arrive with all the answers. What matters most is the right mindset: someone who is genuinely curious, takes ownership of their work, and wants to grow. Beyond that, were looking for someone who brings:

A genuine interest in technology and how it supports the people and businesses that use it
Strong communication skills clear, friendly, and professional whether written or verbal
Good organisational skills and a proactive approach to managing your own workload
A collaborative approach you work well with others and ask for help when you need it
Reliability and ownership you follow through on commitments and keep people informed
Calm under pressure you can prioritise effectively when things get busy

It would be a bonus, but is not essential if you also have:

Previous experience providing IT support at 1st Line level, or in a similar service desk environment
Familiarity with Microsoft technologies, including M365 or Azure
Basic experience with Microsoft Exchange administration

We dont expect you to tick every box. If you meet most of whats listed above, wed still love to hear from you.

Our commitment to inclusion

At Chorus, we stay curious about the people we work with as much as the technology we work on. We believe diverse perspectives make us better and we are committed to building a workplace where different backgrounds, experiences and ways of thinking are welcomed and valued. We welcome applications from people of all backgrounds and experiences. If you need any adjustments at any stage of our recruitment process, please let us know. Please feel free to submit your covering letter via video if you prefer.

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