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Junior 1st Line Support Analyst

Amelie House, Head Office, Golders Green, Greater London, NW11 9DQ

Employment Type
Full Time

£22,440 + Benefits

Contact Type

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The purpose of the role is to provide user support and customer service on customer supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action. Assist with general duties and tasks provided by IT department

What you'll be doing:

  • Receiving customer phone calls, log, prioritise, allocate and resolve Service Desk/Remote Managed Service alerts/calls by or support request from end users.
  • Discussing with the customer, the problem reported and, by questioning, collect information and guide the customer through suitable diagnostic procedures to determine the source of the problem if possible.
  • Identifying the problem, to research, isolate, resolve or follow-up routine customer problems, referring more complex problems to the Senor Engineers within the department or other technical support staff.
  • Handling and processing all calls in line with the defined Service Level Agreements, and current Customer Service procedure.
  • Effectively utilising all Service Desk/Remote Management tools, reference materials, the internet, and other resources including other department staff to aid problem research & resolution.
  • Liaising with software & hardware vendors, our service partners and third party companies to obtain product information, resolve technical issues, or request service from them relating to logged calls.
  • Keeping the end user advised as to progress of their call and the appropriate action that will be taken to resolve their issue. To promptly update, progress & chase calls on the Service Desk logging system, throughout the duration of a call to reflect current status and provide pro-active feedback to the customer, (Internal or External) and escalate to the Jewish Care on Site Team Leader any issues arising from this activity.
  • Build, configure and deploy new desktops, laptops, mobile devices, ancillaries and peripherals, and to assist in all desktop moves and changes.
  • Assist in the efficient systems administration of the server and network infrastructure under the guidance of the Senior Engineers.
  • Work as a team with the Senior engineers on projects when appropriate.
  • Assist in the definition new working practices, processes and service enhancements within the On Site team and ensure these are effectively implemented.
  • Escalate all service issues, problem practices, “gripes” or complaints to your Manager
  • Be flexibile to cover shifts rota requirements as required by Team Leader onsite.
  • Stay current with system information, changes and updates

What you will need:

  • A relevant technical qualification (Desirable)
  • Microsoft Windows 10, Office 2016 & Office 365 good troubleshooting skills and understanding of the operating system & software packages
  • Excellent Microsoft Excel, Word & Outlook skills
  • Basic understanding of networking including switches, routers, firewalls, access points, and telephony
  • Basic Microsoft Server skills including Active Directory, DNS, DHCP, file shares etc
  • Basic Exchange, SharePoint, Office 365 and cabling knowledge (desirable)
  • Ability to prioritise and manage own workload.
  • An organised self-starter, with good time management skills.
  • Very good oral and written communication skills

Candidates need to hold a full clean driving licence and be able to drive in a company vehicle to remote offices to perform offsite work as required. Please make sure your CV is showing driving categories you currently hold


Jewish Care offers excellent benefits and training to all staff. Benefits include, free meals, 20 day’s annual leave, Jewish Care Pension scheme, various discounts, Loans and mileage reimbursement, ride to work scheme, eye tests, employee referral bonus and more.

Jewish Care is a leading communal organisation. We are the largest health and social care charity for the Jewish community in the UK, caring for nearly 7,000 people every week. Approximately 1500 staff from multi-cultural backgrounds together with 3,000 volunteers help to maintain their service. It provides a wide range of services to help meet the community’s physical, social and emotional needs, both directly and in partnership with other organisations. We care & support many people including; older people with dementia, disabilities, mental health needs and Holocaust survivors and many more.
We aim to make a positive impact on the lives of Jewish people by creating excellent social care that enhances well-being and inspires them to stay connected to their community. The organisation is committed to finding innovative solutions tailored to the people who use their services.
We are a proud to be multi award winning organisation. Prestigious awards and accolades they have received include; The Skills for Care Best Employer for over 250 people, and The Investors in People Gold standard.

Please be aware that this vacancy will close, once a sufficient number of suitable candidates have been identified therefore, we would recommend that you submit your application as early as possible.

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