1st Line Support Analyst

We are recruiting for a 1st Line Support Analyst to join our IT Support team in London.

Your Role

You will help support the whole firm with 1st line IT support, including partners and business support staff.

As a 1st Line Support Analyst, your day to day remit includes:

• Being available to take phone calls from our clients, who are the predominantly employees and partners within TLT, though there are occasional calls from TLT's clients and other external parties (suppliers).
• Utilising time on the phone effectively to meet KPI targets and SLA's.
• Delivering excellent customer service at all times.
• Logging all incidents in the IT Service Management tool, ensuring appropriate detail is captured and updated throughout the incident lifecycle.
• Ensuring incidents are logged and managed in line with all documented departmental and firm policy and procedures. TLT are ISO27001 (Information Security) certified and use the ITIL ...