1st Line Technical Analyst Full Time NEW

We’re WestSpring IT, a fast-growing Managed IT provider. We deliver IT support and services with a difference, enabling our clients to succeed whilst building long-lasting relationships – and having fun along the way.

Our team are the beating heart of the business, and our vibrant modern offices provide an environment that allows everyone to thrive and flourish. We have a lot of fun and are a truly supportive bunch both inside and outside the work environment.

Building great relationships with our amazing clients is paramount! We’re real people – not robots, who are passionate about delivering a first-class experience to all our clients.

Unfortunately, we are not able to offer visa sponsorship.

The Role

Due to continued growth we are currently seeking an experienced 1st Line Technical Analyst to join our amazing team and provide outstanding support to our clients. This role offers an exciting opportunity for someone to join our growing team within a service-led company that uses cutting edge modern technology. Working closely with our Service Desk Team Leads, this dynamic role will give you the opportunity to get involved with a range of tasks, meaning each day is different. With a high level of responsibility, the role will have a direct impact on the business. Team and client interaction is massive for us; you will know all the clients and have a direct impact on the growth of the team and business.

Responsibilities

• Acting as the first point of contact for clients seeking technical support. Ensuring calls and emails are logged quickly and efficiently.
• Provide remote diagnostics of support cases, following our prioritisation guidelines and ensuring SLA’s are adhered to at all times
• Supporting our clients via the support system, ensuring our processes and workflows are followed and the system is updated with all call and applicable internal notes
• Providing well thought out and comprehensive updates to clients, ensuring at best in class client experience is achieved at all times
• Escalate to 2nd Line support colleagues or request help or advice from colleagues as applicable
• Complete proactive maintenance of client networks using our proactive support tools.
• Manging client documentation
• Managing and fulfilling new workstation build requests and user setups
• Supporting the project or technical consultant team as required – including time onsite with clients
• Identifying training needs and arranging time for ongoing learning and development with the First Line Technical Response Manager.
• Identifying possible improvements on processes and procedures
• Working with our process coordinators to review and enhance starter and leaver processes for clients, ensuring consistency, efficiency, and scalability

Person Specification

• A minimum of 2 years’ experience in 1st line support.
• Professional, friendly approach with the ability to perform well under pressure.
• Punctual and good attention to detail.
• Excellent written and verbal communication skills.
• Good troubleshooting/problem solving skills.
• Office 365 administration & troubleshooting skills
• Desktop troubleshooting.
• Enthusiastic to learn and develop skills.
• Network & Firewall knowledge and troubleshooting.
• Windows server administration.

Knowledge of virtualisation software and cloud services such as Azure and AWS would be beneficial.

Why Join WestSpring

At WestSpring we offer unparalleled levels of IT service delivered via our unique unlimited concept, turning the typical IT service contract on its head. We specialise in providing IT consultancy and support services to businesses across the UK.

We believe that great IT is great for business. WestSpring was founded with a passion for delivering professional, friendly and bespoke IT support services and building long-lasting relationships with clients.

At WestSpring quality is everything. We only use products and systems of the highest quality to ensure that all our clients only get the very best. We are constantly evolving, reviewing, and enhancing our service offering.

We’re a fast-paced business where no two days are the same. Our culture is what makes us different. We expect a lot of ourselves and each other – we nourish our people and help them thrive in their chosen field; balance professional and personable; and deliver the balance between client service and company profitability.

What We Offer

The WestSpring HQ, based at Aztec West in Bristol, is vibrant, fun, supportive, and inclusive team. Beyond working with fabulous colleagues and great clients, we offer:

• 25 days holiday + bank holidays
• Flexible working
• Full health insurance
• Games room including consoles, pool table, tennis table, dartboard
• Well stocked kitchen including a decent coffee machine and teabags(!), monthly breakfast club, breakfast food, office pick-n-mix, and drinks fridge
• Monthly company update day includes a briefing from the Board, team meetings, training sessions, and a ‘grand’ lunch
• Employee Assistance Programme/Support
• Employee & Client referral scheme up to £1,000
• Professional development opportunities including internal training, external certification, general and soft skill development, industry training/conferences, and everything in between

How To Apply

If you want to work in a vibrant fast paced, fun environment that breaks the mould of usual IT providers – this could well be the role for you! To apply please…

• Upload your CV
• Upload a covering letter matching your experience to the job description, and answering the questions below:
• Explain why would you like to work at WestSpring, and why should you join the team?
• Describe the unique skills and/or experiences you bring that make you a good fit for this role?