1st Line IT Support Analyst - Managed Services

boxxe; Hemel Hempstead; On-site; GBP 26,000 - 32,000; Full time

Job summary

boxxe is seeking a Managed Services Support Analyst to deliver 1st line support for our Managed Services customers in Hemel Hempstead. You’ll handle incidents, troubleshoot hardware, software and network issues, and work closely with NOC and resolver teams to restore services quickly.

You’ll need solid IT fundamentals, experience with M365/AD/Exchange, and strong communication skills to keep customers informed while following SOPs and SLAs.

Qualifications

• Basic IT knowledge with willingness to expand skills.
• Basic understanding of hardware and software components.
• Experience using M365, Active Directory and MS Exchange.
• Exemplary communication skills including telephone manner.
• Previous Service Desk experience is a plus.
• Experience with ITSM platforms such as ServiceNow or AutoTask is beneficial.
• Experience with monitoring platforms (event monitoring) is desirable.

Responsibilities

• Troubleshoot, diagnose and resolve IT issues with hardware, software and network devices.
• Manage alerts from our monitoring platform and resolve where possible.
• Follow SOP for ticket management and maintain first-time fix rates.
• Escalate incidents as required and ensure timely customer updates.
• Communicate effectively with service desk, NOC and end users.
• Coordinate with 3rd party vendors via portals and email.
• Provide regular updates on ticket status and SLA adherence.
• Maintain high levels of customer satisfaction and timekeeping.

Skills

IT support basics

M365

Active Directory

MS Exchange

Communication skills

Service desk experience

ITSM platforms

Event monitoring

Meraki dashboard

Tools

ServiceNow

AutoTask

Meraki Dashboard

Job description

boxxe is seeking a Managed Services Support Analyst to deliver 1st line support for our Managed Services customers in Hemel Hempstead. You’ll handle incidents, troubleshoot hardware, software and network issues, and work closely with NOC and resolver teams to restore services quickly.

You’ll need solid IT fundamentals, experience with M365/AD/Exchange, and strong communication skills to keep customers informed while following SOPs and SLAs.