Technical Support Analyst (Tier 1 & Tier 2) Department/Location: Service Desk / Taunton and Hybrid working ( depending on Level) Reports to: Helpdesk and Service Delivery Manager Hours of Work: 37.5 hours; Two shifts: 8:30am-5:00pm / 10:00am-6:30pm Salary Range: £24,000 - £35,000 Depending on Level

Summary of Position:

As a Technical Support Analyst, you will work closely with both Tier 1 and Tier 2 Technical Support Analysts to provide IT support for our managed service clients across the UK. This role emphasises a commitment to exceptional customer care and efficient problem-solving. Depending on your experience level, you will handle various responsibilities, including direct remote assistance and on-site support. The successful candidate should possess considerable practical IT experience, with the ability to adapt to diverse client technical requirements, and the flexibility to work from our office or travel to client sites as necessary.

Primary Responsibilities:

Point of Contact: Serve as the first point of contact for end users via phone, email, or chat. Ticket Management: Qualify, assign, and document issues raised by clients in service tickets and manage ticket resolution (Tier 2 focus on resolving 20+ tickets/day). Service Requests: Handle service requests related to all technologies, including Microsoft 365, workstations, servers, printers, networks, and vendor-specific hardware/software. Documentation: Crea...