Overview

We are looking for a Level 1 IT Support Analyst to join our team based in West Malling, Kent, working within the IT Managed Services division of our global IT managed services organisation. The successful candidate will have a passion for learning, affinity with tech and good customer service and communication skills. This is a fantastic opportunity for anyone wishing to begin their IT career or an individual with some experience looking for a home in a strong team working with the latest tech.Role : Level 1 IT Support Analyst at VirtuosoKey Accountabilities

Providing tech support to clients with a focus on quick resolution of incidents, and great customer satisfaction.Analysing, troubleshooting, and resolving hardware, operating system and application issues.Processing of service requests, including: new starter, leavers, device onboarding and offboarding.Reviewing tickets created by clients, including categorisation and routing.Handling of incoming client calls, logging tickets with correct categorisation and resource assignment.Liaising with vendors, suppliers and internal teams.Continuously learn the latest technical best practices to improve efficiency.Escalation of tickets to L2 and L3 engineers as per our escalation process.Skills and Experience

Good knowledge in supporting Microsoft 365 tech stack.Basic understanding of cyber security concepts and solutions.Demonstrate excellent communication skills, both written and verbal.At least 1 year of experience working in a customer-facing service desk environment beneficial.Location/Travel

Full time office based at our offices in Kings Hill, West Malling, ME19 4AE.Hours

37.5 hours per week, shift-based, 08:00-16:30 / 09:00-17:30 / 09:30-18:00.Benefits

Funded Training and Development

- Fully-paid technical courses, training and exams are available related to your role. We’re open to hearing what you would like to learn so we can support your development.Flexibility

- Flexible work hours, great holiday entitlement and paid parental leave. 25 days paid annual leave plus additional long service leave.Quarterly Bonus

- Discretionary quarterly bonus scheme based on individual, team and company performance.Social Club

- Monthly social events organized by our team (e.g., axe-throwing, bowling, go-karting, immersive gaming).Great Office Culture

- Modern offices with drinks fridge, barista coffee machine, snacks and fruit. Gaming console for breaks and competitions.Subsidised Gym Membership

- Part of our commitment to your wellbeing.About Virtuoso

Virtuoso is an award-winning IT service provider, supporting ambitious businesses globally since 2011. We are a technology-driven business, strengthened by our culture and commitment to serving customers. We help customers harness the power of the Microsoft Cloud. Our managed technology services get the right balance of cloud platforms and traditional IT working together for them. From strategy and design, to delivery and support, our team of technical experts work 24/7, 365 days a year, empowering businesses with the cloud advantage.More details on our company can be found on our careers page: https://virtuoso.tech/uk/careers/Seniority level

Entry levelEmployment type

Full-timeJob function

Information TechnologyEast Malling, England, United Kingdom 5 days ago

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