1st Line Support Analyst

North Yorkshire  ‐ Onsite
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Citrix Systems Security Administration Controles de Acceso Business Process Improvement Communication Operational Systems User Assistance Service Orientation Confident and Emotionally Stable


We are currently hiring for a 1st & 2nd Line Support Analyst for an initial 3-6 months contract assignment based in York. (The duration is very likely to extend)

The shift would be for either 8-4 or 9-5pm Mon-Fri. 3 days in the office, 2 days WFH. It is predominantly a 1st Line role, phone based, but with opportunity to work other queues and provide local support on the in-office days. Training would be full time in the office, for 2-3 weeks max.

We are looking for you to have the following attributes:

They use Citrix to provide a client operating system environment to their globally distributed workforce of circa 3,500 users. The Citrix platform currently provides a Windows 7 based environment and are planning on rolling out a Windows 10 based environment before the Office 2010 and extended Windows 7 support from Microsoft expires. They will be performing the required technical changes and rollout with internal resource.

We are looking for you to have the following attributes:

  • A passion for customer service.
  • Confident and effective communication skills, both verbal and written.
  • Comfort working in a highly dynamic, fast-paced and constantly evolving environment.
  • Strong team ethic.
  • A hunger for continuous improvement.
  • A natural talent for seeing the bigger picture and beyond what is in front of them.
  • Confidence in speaking out when required to do so.
  • An interest in technology and a restless desire for continuous learning.
  • Previous service desk/IT experience desirable but not necessary

Within this role we would expect you to:

  • Act as a routine contact point, receiving and handling requests for support from internal business users.
  • Respond to a broad range of support activities by providing information to fulfil requests or enable incident resolution.
  • Provide first line fault investigation and diagnosis, and promptly allocate unresolved issues as appropriate.
  • Assist with the development of standards, and apply these to track, monitor, report, resolve or escalate issues.
  • Assist users in defining their access rights and privileges.
  • Perform security administration tasks and resolve security administration issues.
  • Investigate minor security breaches in accordance with established procedures.
  • Contribute to the creation of support documentation.
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Telefónica Tech
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