First Line Service Desk Analyst

First Line Service Desk Analyst – Cisco, Cloud, Net Sec - £27,500 10% shift £2K bonus - Hybrid / Surrey (1 day/ week) Do you want a role that will provide you with an outstanding career path through support into engineering? Do you want to work for a business that’s invested in your progression? Do you want access to unlimited training and development? Opportunity to work at a Top Leading Solution Provider working on their First Line Support Desk. Massive opportunity to progress and build a career within the Cloud & Cisco space. Your duties will be to process tickets and assist with client continuous improvement plans. You will be assigned a Senior mentor who you can work with to improve. Required: Either educational or practical: 12 months experience in a 1st line troubleshooting role In any of the following tech areas: Cisco Technologies Microsoft365 Azure Windows 10 Meraki (desired) Main Responsibilities: Troubleshooting 1st Line issues through to resolution, or, following the required escalation path Collaborating with 2nd/3rd/4th Line engineering through to resolution when appropriate Working closely with 3rd parties to book in hardware replacements and repairs whilst updating tickets with each step of the customer journey giving them full visibility Utilise soft skills to manage customer escalations effectively and efficiently Proactively communicating with customers to ensure updates are clear and consistent Be part of a shift pattern Shift Patterns: Early: 7:00 - 15:30 Middle: 9:00 – 17:30 Lates: 10:30-19:00 Nights: 21:30 – 5:30 (soon to be removed) You will have the opportunity to be progressed through to 2nd line within 18 months, and it doesn't stop there. There are Solutions Architects who started in this role and have moved up & through the business. First Line Service Desk Analyst – Cisco, Cloud, Net Sec - £27,500 10% shift £2K bonus - Hybrid / Surrey (1 day/ week)