1st Line Support Analyst

• Multiple locations
• Hybrid

1st Line Support Analyst

Location: High Wycombe

Hybrid working: 3 x in the office 2 x from home

Are you personable technically minded and ready to take the next step in your IT career Sharp UK is looking for a 1st Line Support Analyst to join our helpdesk team in High Wycombe. If you enjoy solving problems providing outstanding client service and developing your technical skills wed love to hear from you.

What Youll Be Doing

You will deliver high quality technical support and maintain strong communication throughout when dealing with our valued clients. Reporting directly to the Helpdesk Manager youll play a key role in managing and resolving support requests while helping us maintain our excellent reputation and client satisfaction.

Your responsibilities will include:

Owning updating and progressing support tickets to give clients confidence in our service.

Meeting Key Performance Indicators (KPIs) to ensure high standards of service delivery.

Organising and prioritising your daily workload to meet client expectations efficiently.

Using your technical knowledge to resolve issues and escalate where necessary.

Communicating clearly professionally and positively with clients and colleagues.

Actively developing your technical skills and contributing to team productivity.

Representing Sharp IT Services professionally to support client retention and business growth.

What Were Looking For

Were seeking a motivated team player with a passion for IT and a strong client-service mindset. Youll ideally bring:

• A friendly professional and approachable attitude
• A strong desire to grow your skills in IT support
• Excellent verbal and written communication skills
• At least 2 years experience in IT support
• Intermediate knowledge of:
  • Microsoft Server and Desktop Operating Systems
  • Microsoft 365 and Azure
  • Virtualisation Networking Firewalls and Cyber Security
• Basic understanding of backup solutions and antivirus tools
• Awareness of Remote Monitoring and Management (RMM) tools