FirstLine support analyst role
Job Title

First Line support analyst 5180

Job Ref No

js 5180


up to £15 per hour

Start Date



Service Desk Analyst





First Line support analyst job in Peterborough

Apply First Line support Desk Analyst roles today.

First Line/ Service Desk analyst IT Contract job.
This job is a Monday to Friday position. Working 7.5 hours a day from 8 am to 6 pm.
You will be on call 1 in 7 weekends but this can be done remotely. Security clearance or the ability to undergo BPSS checks is needed for this role.

GTS has an exciting post for a Service Desk, First Line support analyst post. This job is for a blue chip organisation that is based in Peterborough.


Firstly, you will be responsible for responding to coworkers.
Accurately log incidents ensuring relevant data is captured.
You will provide a single point of contact for our clients and coworkers.
Also, make sure incidents are fully managed through to resolution.
You will manage shift patterns to make sure service hours are covered.
Be responsible for the Operations Team.
Cover first Line Support of Software and Hardware-related incidents.
Direct first-hand ticket ownership.
Update matters logged on the ITSM and manage tickets assigned.
Maintain a high level of First Contacts Fixes.
Keep clients informed on status and progress.
When a first-time fix is not possible, make incidents known to the relevant resolver group.
Keep up to date with the current procedures.
Maintain and develop technical skills.
Escalate potential service/problem issues, firstly with the relevant management/departments.
Finally, act as a role model for new members of the team. Also, assist with training where required.


Firstly, good knowledge of IT platforms, equipment, and applications.
Most have good timekeeping, spoken, and written communication skills.
Past experience in IT support is important.
Industry recognised qualifications in relevant area is desirable (MCP / CCNA / CompTIA).

Ideally experienced the following:
Firstly, Windows Operating Systems working knowledge.
Working experience in troubleshooting, for example, Teams, Outlook, and Word. And Hardware troubleshooting skills in desktops, laptops, and phones.
Also, have skills in remote support.
In addition, most have good customer service skills.
Preferably, have knowledge of Citrix, MS Administration of AD, and Exchange.
Also, knowledge of O365, SCCM, and MDM (such as Intune).
Knowledge of the ITIL framework and the various associated disciplines is desirable.
Finally, experience in working with SLAs, and KPIs as well as being able to accurately describe their purpose is desirable.

As a person:
Firstly be positive and supportive to the team.
Also, be enthusiastic about the role.
Show awareness of issues in a calm and polite manner.
Work well under pressure and apply existing knowledge to unknown areas.
Have creative troubleshooting skills.
Finally, be passionate and professional, with a ‘can-do’ attitude.

So if you are a First Line Support analyst and you are looking for a career move, why not apply?

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If you have any questions about our roles, please contact GTS today.

GTS is always receiving new posts for both full-time and IT contract jobs.  To stay up to date with new job posts, why not register with GTS .

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