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London - Up to £27k Permanent Posted: Saturday, 12 January 2019


My client is a leading central London based Managed Service Provider (MSP) that has enjoyed excellent growth and continues to grow organically offering a first class environment for a 1st Line IT Support Analyst to come in, get trained and make a difference.

They now seek an enthusiastic 1st line IT Support Analyst to join what is a busy Service Desk environment and will be responsible for dealing with multiple issues, liaising with clients to resolve their IT issues. The 1st line IT Support Analyst will have the opportunity to gain exposure to new technologies and grow their career within a growing MSP. Above all, your work will help people and businesses succeed through technology.

Preference will be given to anyone with MSP experience already, although it is not essential if you can show you have had exposure to a fast paced, ticket orientated (ITIL) environment.

Day to day

  • Be the first point of contact for clients with technical queries over the phone and ticketing system.
  • Liaising with clients throughout the life cycle of the service ticket, ensuring issues are closed off and communicated to clients.
  • Troubleshoot a wide variety of technical issues.
  • Manage multiple issues at any one time based on priority.
  • Attend client sites when needed to troubleshoot and resolve issues.
  • Keep the Service Knowledge Management System up to date.
  • Working out of hours on a rotational basis to support clients after business hours.
  • Have the opportunity to work on projects.


  • Have lots of energy and enthusiasm for technology and helping others.
  • A high degree of integrity.
  • Able to work in a fast-paced environment, keeping calm during busy periods.
  • Willing to roll sleeves up and take the initiative.
  • Actively develops knowledge and expertise, learning new tech and developing skills.
  • Taking ownership of issues and working towards resolution.
  • Be friendly and sociable.


  • Proven experience within an IT support based role. MSP desirable but not essential.
  • Excellent communication and administrative skills.
  • Have troubleshooting techniques.
  • High motivation and development skills.
  • A good understanding of all Microsoft Windows platforms in particular 7/8/10.
  • AD/Group Policy
  • Knowledge of Microsoft Office Suites and Microsoft Office 365.
  • Basic technical understanding of networks: WAN and LAN Connectivity, including Routers, Firewalls and security.
  • Working knowledge of antivirus software and spam filtering systems.

If you are a budding 1st Line Support Engineer looking to grow into 2nd Line in a highly respected and well run MSP in central London then we are very keen to hear from you.

+ 1st Line 2nd Line Support Service Desk ITIL London

London, UK
Up to £27k
Artemis Recruitment
12/01/2019 10:46:58

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