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1st Line IT Support Analyst£ 18,000 - £25,000


Location: Horsham, UK

Type: Permanent

Join an exciting company going through a period of growth

An excellent opportunity has arisen within a field leading client of ours based in Horsham who have a number of 1st Line Support opportunities which have come about due to expansion.


Overall Purpose of the Job:

To provide application support for the company’s online web applications, adhering to internal procedures and meeting published Service Level Agreements.


Key Activities & Responsibilities:

  • Providing first line support to clients and internal users (via telephone, tickets and email)
  • Information gathering against reported issues such that a path of resolution can be determined
  • Ensuring that queries are responded to within set SLA timeframes
  • Liaising with external providers to help resolve issues
  • Ownership of issues through to resolution
  • Keeping internal guides and self-help articles up to date


Required Skills/Experience:

  • A strong knowledge of MS Office, particularly on Excel
  • Excellent written and spoken English
  • 1-2 years customer service experience (retail/hospitality or another helpdesk role)


Desirable Skills/Experience:

  • An excellent telephone manner, friendly, professional and customer focused
  • The ability to work to deadlines and effectively manage tasks
  • Empathetic to needs of the customers
  • Good time keeping
  • Able to drive and have access to a car (not essential, but preferred)
  • Able to manage multiple jobs and demanding workload
  • 6-12 months experience providing technical support on an IT help/service desk
  • Familiarity with the Financial / IT industry


Personal characteristics:

  • Able to work well within a team
  • Highly motivated with an attention to detail
  • Ability to manage tasks and workload
  • Confidence and enthusiasm in embracing new technologies and learning new skills


This is an excellent opportunity to join an exciting company going through a period of growth, who can offer a stable working environment with opportunities to progress. For more information and a full job description please contact Ben Turner at RBW Consulting.


Salary: £18,000 - £25,000 Per annum D.O.E.

Ben Turner

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