Service Desk Tier 1 Analyst

Focus is a fast-growing managed service provider.

We provide best-in-class service to a growing number of clients throughout the North West and UK. Client retention is high and a significant percentage of new business comes from client referrals due to our focus on the client.

We have strong partnerships with industry-leading partners to ensure we deliver the right and best service that our clients expect, but also to ensure our people are trained and supported by the right partners.

As well as supporting our clients’ technology strategy and day-to-day technical needs, Focus Technology help our clients to enable their business with the right bespoke technical solutions which we also project manage and implement.

Our company mission is to empower businesses with the gift of time and expert guidance, fuelling growth and a partnership for long-term shared success through technology.

Job description

We are seeking a highly motivated technical person who has strong communication skills and some experience within the technical support arena to join our fast-growing consulting businesses just outside of Wigan, Manchester. The successful candidate will have a strong focus on delivering best-in-class customer service delivery.

Dedicated to providing an outstanding service to our growing number of clients throughout the UK. Our high client retention rate is a testament to the excellent partnership we provide, and we are excited to have you join our team.

Who you are

You have an exceptional ability to connect with others through your outstanding communication and interpersonal skills, and your keen eye for detail reflects your dedication to providing the best possible experience. You’re an enthusiastic problem solver who sees challenges as opportunities to make a difference, and you approach each task with a positive attitude. You’re a highly organised individual who thrives in collaborative environments, and you’re always eager to try out new techniques to enhance our support and services.

What you’ll be doing

You will be joining our technical team with a focus on the Service Desk and onsite response. You will have the flexibility to enjoy a hybrid work schedule of 40 hours per week, from Monday to Friday. With a healthy balance of working from home and in-office. You’ll also have exciting opportunities to attend technology events and visit our partner’s locations, allowing you to stay informed about our industry and partner needs.

Being a part of our Tier 1 team, you’ll play a crucial role at the front line of our support services while also attending our client and user locations to support our clients onsite needs. You will have a dedicated personal development plan as progress and knowledge is a key part of your role and development. Your dedication to achieving best-in-class customer service and journey will be at the forefront of your role and so forms the base of what good looks like on a daily bases.

Main responsibilities include:

• Assisting our clients with frontline support over all channels (phone, MS Teams, Remote Control and onsite).
• Maintain Best in Class Customer Service Delivery.
• Maintain contractual service KPI’s.
• Maintain Focus Technology Solutions telephone standards to defined KPI’s.
• Utilise internal systems, processes and procedures to defined standards.
• All service tickets are managed to defined processes.
• Manage your calendar with support tickets and internal activities.
• Gain and Maintain core qualifications in line with your personal training plan (PDP).
• Maintain and improve quality standards with continuous improvement functions.

As the ideal candidate for this role, you will have:

• Strong communication and interpersonal skills
• Full Driving licence and vehicle
• 1+ years in an IT Service Desk support role.
• Knowledge and experience of Windows 10/11 and Office 365 applications.
• Knowledge and experience of supporting workstation hardware (Windows & MAC).
• Experience of providing 1st line support.

This is a great opportunity to make your mark and grow personally within a growing company, where your decisions really make a difference.

Benefits 

• Flexible mobile working – work from home.
• 20 Days’ holidays + bank holidays.
• Fully supplied office drinks and snacks etc.
• Gym membership.
• Free on-site car parking.
• Regular team social events.

As a potential candidate, you have the rare opportunity to work for an employee and customer-focused employer. Don’t miss out on the chance to be a part of our growing team and apply today.

To ensure your application stands out, we strongly recommend including a cover letter with your CV document.