Join the Whistl team as a 1st Line Support Analyst and become an integral part of our dynamic IT Service Desk based in Marlow.

If you're driven by a passion for IT, innovation, and exceeding customer expectations, we invite you to make a difference at Whistl.

Apply today and be part of our journey toward excellence in technical support!

Your role will encompass providing essential technical and application support for the entire Whistl Group, spanning various assets and systems.

This position offers a chance to directly engage with end-users and suppliers, allocate tickets to the relevant teams, and deliver hands-on technical assistance to both our head office and remote staff.

This role provides 1st line support to all end-users, core responsibilities are but are not limited to:

Answer all calls to the IT helpdesk numberTriage all tickets logged to the IT helpdesk via phone, portal, desk visits and ITSM chatResolve 1st Line tickets as applicable and assign 2nd/3rd line teams (internal/external)Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accuratelyLiaise with third-party suppliers as necessaryContinuously improve knowledge and understanding across the various software and hardware technologies supported by the teamConfigure hardware & mobile devices for new starters etc.About the Role 60% IT Support Requests30% User Service Requests10% Additional Project Work. This will include ad-hoc tasks such as the rolling out of new hardware to internal stakeholders where additional training and support on usage may be required. This will require working with the 2nd Line Support Team to gain further knowledge and expertise.What We Look For in an IT Support AnalystExcellent communication skills, both written and verbalThe ability to establish and maintain professional relationships both internally and externally at all levelsA demonstrable appetite for progression and the confidence to identify and suggest improved ways of working The ability to work under pressure and meet strict deadlines whilst managing shifting prioritiesExcellent organisational skills and effective prioritisation of tasksWilling to learn with a positive 'can-do' attitudeThe ability to thrive in an unstructured environment, but with a strong enough personality to add structure where necessaryHelpful by nature and able to deal with providing a first-class level of customer service within a challenging, fast-paced environmentDemonstrate a flexible approach and self-discipline to work well either independently or within the team environmentWe welcome applications for this IT Support Analyst role from candidates with experience in the following areas: technical systems support, IT support, systems administration, support desk Microsoft server, IT field support, MS Office, Azure, O365, computer hardware support, customer service, LAN, TIA A+, MCP support, helpdesk and as an IT Support Analyst.

BenefitsWe benefit from you so here are our benefits to you:

Annual leave enhanced with long serviceAccess to our prestige benefits and rewards portalLong service rewards both financial and leave-basedHealth cash planLife assurance schemeCareer development opportunitiesAccess to a well-established Employee Assistance Programme providerAnd other excellent benefits you'd expect from a market leaderAdditional InformationThis role is Monday to Friday, based at Marlow. You need to be flexible, willing, and ready to respond to the needs of 24-hour operation in terms of working hours and provide support away from the normal location of work on occasion as required by the business.

Essential SkillsThis is an entry into an IT support role, to be successful in this role, you will need:

Typically, we would estimate that it would take a minimum of 1 year of experience in a customer-facing IT support environment or a similar role to acquire the skills required for this role.A good knowledge of Microsoft Office applications.A working knowledge of Azure.A working knowledge of Office365.A good standard of education to include 3 GCSEs grade A-C or equivalent.Desirable SkillsPrevious experience in computer hardware support, replacement of components and basic troubleshooting of end-user IT equipment would be advantageous.An IT-related qualification (Comp TIA A+, MCP, ITIL v3.0 Foundation, etc.) would be advantageous, but not essential.About CompanyWhistl is a delivery management company providing efficient, high-quality, and competitively priced services across business mail, parcels, fulfilment and doordrop media both in the UK and internationally. Distributing more than 4 billion items annually, we are market leaders in Downstream Access Mail (DSA) services handling over 50% of bulk business mail in the UK.

Whistl is a Disability Confident employer and is committed to equal opportunities for all in all of our employment policies and practices.

Due to the nature of our business, this role may be subject to a basic DBS check.