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First Line Service Desk Analyst

Posted 8 March by Total IT Ended

Company Profile

Total IT is an award-winning technology services company based in Bedford. Total IT has been going since 2006 with an established growth record, fantastic clients and an excellent working environment. Committed to delivering high touch IT support, our aim is to provide the highest levels of service coupled with a great working environment.


You will be a 1st line support analyst working on our Central service desk. The service desks are managed by Gino Conte, Professional Services Director in Bedford.

Your role will be to provide 1st line technical support to some of our key clients. To maintain a high degree of customer service ensuring responses are accurate. As an initial point of contact for clients, you will be required to understand their problem, attempt first line resolution and keep the client updated throughout, escalating as required to the second line team.

Overall responsibly for the progression and effective resolution of all support cases received in accordance with our SLA’s and KPI’s.

Taking ownership of issues and ensuring the customers’ expectations and both set, met and exceeded.

Technical Skills Required:

Windows Desktop (7,8.1,10),

  • Install, configure and troubleshoot issues.
  • Experience with using and troubleshooting Microsoft Office suites.
  • Good understanding of PC hardware set-up and configuration.

Office 365

  • 365 Configuration, Changes (adds/removes/password resets).


  • Understanding of basic networking and troubleshooting.
  • Basic understanding of IP addresses, DNS and what makes up an IT network.
  • Diagnosing internet connection issues.
  • Diagnosing Wi-Fi issues.


  • Understanding of basic printer errors, printer configurations, including reinstalling drivers and changing printer options within Windows.

The Candidate

You will be an experienced Helpdesk 1st Line Support Engineer with 2 or more year’s commercial experience. Excellent knowledge of Microsoft Windows Desktop Operating Systems and Office 365 experience.

We expect you to:

  • Be able to work under pressure
  • Have a flexible working attitude
  • To be reliable and honest

Company benefits:

28 Days annual leave plus 1 day, 2 weeks either side of your Birthday
Great working environment with friendly team
Contributory pension scheme up to 2%
Employee share ownership scheme - Rewarding long standing employees
Cycle2Work Scheme
Receive up to 10 days of relevant training per year
A tailored professional and personal development plan
High performance computers for all employees
Employee perks - Access to discounts across retailers, cinema, select restaurants. We see this as helping you make more out of your time away from work
Work in a modern environment, we have break out areas, projector walls, Xbox for those quiet times and plenty of off street parking.

Interview Process:

Stage 1: Skype video interview. This generally lasts between 15 and 30 minutes and will be with a senior engineer on the Service Desk.

Stage 2: Face to face interview, generally with our Professional Services Director and with Steve Dunmall our Managing Director. You may be asked back for a second interview or be asked to carry out an over the phone technical test as part of this assessment process.

Stage 3: A call with our Managing Director to run through a job offer, set expectations and confirm any outstanding questions.

Final Stage: An offer letter is sent with an agreed start date. Welcome to the Total IT Team!

Why work at Total IT

A recent team survey gives you an insight into the work life here at Total IT:

"Great people", "The atmosphere makes me want to come into work each day!"

Joining us on a technical role, expect a warm welcome, and to be treated fairly and professionally with top-up training to help you meet your own goals.

Required skills

  • Microsoft Office
  • Printers
  • Service Desk
  • Windows
  • 1st Line

Reference: 34638597

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