Location: Meppershall, Bedfordshire

Contract Type: Full time, Permanent

Salary: 22,000

Hours: 40

Centrality have an exciting opportunity for a 1st Line Support Analyst to join our experienced service desk team.  In the 1st Line Support Analyst Role, you'll be responsible for receiving, logging, processing and monitoring tickets received into our IT Service Desk, ensuring all client support requirements are managed in a courteous and professional manner.  You'll be used to problem solving with clients, ensuring that incidents and requests are resolved and implemented to agreed standards and timescales utilising the call-logging software, you'll understand when an incident you are working on needs escalating to a senior team member.   You'll be able to demonstrate good interpersonal skills such that you feel just as comfortable dealing with a junior member of a customer’s team as you would be conversing with a director. You'll be expected to maintain good customer care, there's a real team spirit at Centrality and you'll be expected to muck in when your teammates need help, that might mean getting involved in other aspects of the day-to-day Service Centre that are not normally part of your role. You'll be open to doing things in a new way and embrace change.   We'll also expect you to take advantage of appropriate training opportunities as they arise, in order to keep up to date with relevant skills and advancing technologies.  

What you will need to bring

When you join Team Centrality, you will be rewarded with the opportunity to work with a team of likeminded individuals who enjoy working with a diverse range of customers. We value an individual’s contribution their opinions and feedback and have a commitment to equality, inclusion, and diversity.  These are the key attributes we look for in our team:

High levels of integrity, doing what they say they will do

Professionalism and passion for customer excellence

Thirst and personal commitment for continual learning

Ability to develop positive relationships, and seek feedback to improve

Pride in delivering positive outcomes

Interest to want to work with the latest Microsoft Technologies

You’ll need to have the following Qualifications, skills, and experience for this role: 

Able to work using own initiative with a 'can do' approach and attitude 

Previous experience in a customer service role, User-focussed, empathetic and when appropriate, a firm approach

Pleasant, confident and professional telephone manner

Enthusiastic with a passion for technology

Good problem-solving skills and techniques

Ability to prioritise, work under pressure and to tight deadline

Good attention to detail and quality

Willing to participate in professional development specific to role

Excellent communication & interpersonal skills, written and oral, confident with all levels of user up to and including director level

A strong, amiable and flexible team-player

Able to work using own initiative

Some knowledge and understanding of IT systems is desirable; however full training will be provided

What Centrality can offer you in return 

At Centrality you will enjoy fast-paced, challenging and stimulating work within small agile teams. Everyone gets involved in team-based projects and we strive to make everyone feel an important part of Centrality and for them to feel empowered to make a difference.

We are committed to providing a range of comprehensive benefits to reward our team for the high quality of work they deliver, and ensure you have the tools and resources to be successful.

Our employee rewards include:

25 days holiday as year increasing to 30 with service

Company bonus scheme

Commitment and sponsorship for technical and professional development

Employee Assistance, Westfield Health Cash, free yearly flu vaccination vouchers

Flexible working dependent upon on the role

Company parties and team social nights out to celebrate our success as a team

Free onsite refreshments, snacks, and a tuck shop

Monthly pizza, just eat vouchers

Support for charity/volunteering

Endless Starbucks coffee and fruit

Your personal development is important to us, so much so we offer you up to 10 training days per year to invest in your ongoing development, aligned to your current or future role with us

About Centrality

Founded in 1996, Centrality has prided itself in growing through reputation through service excellence and commitment to delivering precisely the solutions its clients needed rather selling technology just for technology’s sake.

Our growing team are at the core of delivering this strategy; talented IT professionals that care passionately about our customers. Our commitment to our people is core to our DNA to ensure they have the learning and development time, to deepen and broaden their skills so that they remain relevant in an ever-changing technology landscape and grow.

Our honest, friendly approach with customers, coupled with deep technical expertise ensures we deliver real business results through teamwork and partnership. We pride ourselves upon forming long term partnerships with our customers, providing the expertise to unlock their potential through the design, implementation, and support of the right technology. Our customer base has steadily grown over the years through the referral of the service we deliver. 

Centrality at its heart is a people company who provide services and expertise to our customers, to help them leverage Microsoft technology to solve business challenges. Therefore, we recruit with cultural fit and values in mind. We expect individuals to be able to uphold our core values, of having a strong work ethic, focus on service excellence, a passion to collaborate with colleagues and customers, take personal accountability for their ongoing learning, who are well organised and able to deliver results. We operate a flat organisation structure were there are no boundaries, and employees are encouraged to work with colleagues at all levels.

If this sounds like you, please click on the link to apply and send us a copy of your most recent CV, and we’ll be in touch. 

Privacy Notice

We want to help people find the best role for them, and to make the most of all applications for the opportunities available at Centrality, we therefore collect and use a range of personal data to make better recruitment decisions, before applying for this role, please view our privacy policy explaining what personal data we will use in the recruitment process and how long we will store your data for.

DBS Checks

All employees who work for Centrality are asked to apply for a basic criminal records (DBS) check when they are offered a role with us, as some of our clients require this as part of our contractual obligations. If you’d like to see a copy of our Employment of Ex-Offenders Policy, please let us know. 

Note to Recruitment Agencies

We are proud of our fantastic people team who work hard to find candidates that have the right skills, experience, culture fit, growth mindset, who align to our HEART values and we don’t accept CV’s from agencies who aren’t on our preferred suppliers list. 

Salary: £22,000 per annum, dependent on experience

Hours: Shift based, average 40 hours per week (core working hours will be 07.00 to 19.00 Monday to Friday) with occasional weekend cover required on a rotational basis (around one weekend in seven)

Centrality have an exciting opportunity for a 1st Line Support Analyst to join our experienced service desk team.  In the 1st Line Support Analyst Role, you'll be responsible for receiving, logging, processing and monitoring tickets received into our IT Service Desk, ensuring all client support requirements are managed in a courteous and professional manner.  You'll be used to problem solving with clients, ensuring that incidents and requests are resolved and implemented to agreed standards and timescales utilising the call-logging software, you'll understand when an incident you are working on needs escalating to a senior team member.   You'll be able to demonstrate good interpersonal skills such that you feel just as comfortable dealing with a junior member of a customer’s team as you would be conversing with a director. You'll be expected to maintain good customer care, there's a real team spirit at Centrality and you'll be expected to muck in when your teammates need help, that might mean getting involved in other aspects of the day-to-day Service Centre that are not normally part of your role. You'll be open to doing things in a new way and embrace change.   We'll also expect you to take advantage of appropriate training opportunities as they arise, in order to keep up to date with relevant skills and advancing technologies.  

You may also have experience in the following: IT Support Technician, 1st Line Support, First Line Support, IT Service Desk Analyst, Technical Support Analyst, System Support Analyst, IT Support, Technical Support, Support Analyst, Network Support, Helpdesk Analyst, Desktop Support, Help Desk, IT Support Technician, etc.

REF-(phone number removed)