1st Line Support Helpdesk Analyst

Confidential; Whetsted; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

25 days holiday

Birthday leave

Annual staff bonus

Pension scheme

2 weeks of dedicated training days

Service Desk gamification rewards

Free onsite parking

Ride 2work scheme

Air-conditioned offices

Onsite games room

Dress down Fridays

Free fruit and drinks

Beans to cup coffee machine

Company paid quarterly social events

New client introduction bonus

New staff introduction bonus

Job summary

Confidential in Paddock Wood is seeking a 1st Line Support Helpdesk Analyst to join the dedicated Services Desk. You will provide exceptional telephone and remote support and, when needed, onsite response, acting as the first point of contact for client issues.

You will work from the office 5 days a week (8:30-17:30) and handle core technologies such as Microsoft 365, SharePoint, Windows 11, routers, switches, WatchGuard firewalls, DHCP, DNS, and Active Directory, aiming to meet SLA targets and

Qualifications

• Great customer service skills.
• Positive and passionate about technology.
• Good problem solving skills.
• 1st Line level Experience with most core technologies: Microsoft 365, SharePoint, Windows 11, Switches, Routers, Firewalls (WatchGuard), DHCP, DNS, MS Office, Antivirus, Printers & Active Directory.

Responsibilities

• Provide Remote/Onsite 1st Line support to clients relating to their core technologies - Microsoft 365, SharePoint, Windows 11, Switches, Routers, Firewalls (WatchGuard), DHCP, DNS, MS Office, Antivirus, Active Directory.
• First point of contact for support calls.
• Installation work of core technologies - Microsoft 365, SharePoint, Windows 11, Switches, Routers, Firewalls (WatchGuard), DHCP, DNS, MS Office, Antivirus, Active Directory.
• Achieve both personal and team Golden KPIs targets such as customer satisfaction.
• Working in order of SLA and priority of tickets.
• System documentation.

Skills

Customer service

Problem solving

Technology enthusiasm

Tools

Microsoft 365

SharePoint

Windows 11

Switches

Routers

Firewalls

WatchGuard

DHCP

DNS

MS Office 365

Antivirus

Printers

Active Directory

Job description

1st Line Support Helpdesk Analyst

Paddock Wood

£25k - £30k DOE

Do you have experience of working in a MSP?

Are you looking to advance your career in IT?

Maybe you have some 1st line Support experience and are looking to progress your career with a leading MSP?

Looking for a company to invest in your Training?

Ideally we are looking or candidates from a Managed Services Background but will consider other candidates who have a customer focused attitude.

As part of the dedicated Services Desk, the 1st Line Support Helpdesk Analyst will work closely with the team supporting and helping clients succeed through technology. As first line support, you will be the first point of contact, providing exceptional telephone and remote support and if necessary an onsite response Due to the fast pace of a 1st line team, we require 1st line engineers to work from the office 5 days a week. Working hours are 8.30am to 17:30

This is a fun and rewarding environment where people are looked after and enabled to reach their full potential

Duties

• - Provide Remote/Onsite 1st Line support to clients relating to their core technologies - Microsoft 365, SharePoint, MS Desktop (Windows 11), Switches, Routers, Firewalls (WatchGuard), DHCP, DNS, MS Office (365), Antivirus, Printers & Active Directory
• - First point of contact for support calls
• - Installation work of core technologies - Microsoft 365, SharePoint, MS Desktop (Windows 11), Switches, Routers, Firewalls (WatchGuard), DHCP, DNS, MS Office (365), Antivirus, Printers & Active Directory
• - Achieve both personal and team Golden KPIs targets such as customer satisfaction
• - Working in order of SLA and priority of tickets
• - System documentation

Requirements

• - Great customer service skills
• - Positive and passionate about technology
• - Good problem solving skills
• - 1st Line level Experience with most of our core technologies: Microsoft 365, SharePoint, MS Desktop (Windows 11), Switches, Routers, Firewalls (WatchGuard), DHCP, DNS, MS Office (2010/365), Antivirus, Printers & Active Directory

Benefits

• - 25 days holiday
• - Your Birthday as a bonus annual leave day
• - Annual Staff Bonus
• - Pension scheme
• - 2 weeks of dedicated training days
• - Service Desk gamification rewards
• - Free onsite parking
• - Ride 2work Scheme
• - Fully airconditioned offices
• - Onsite Games Room
• - Dress down Fridays
• - Unlimited free fruit and soft drinks.
• - Beans to cup coffee machine
• - Company paid quarterly social events
• - New client introduction bonus
• - New staff introduction bonus
• - Regular anonymous pulse surveys to help us help you
• - PerkBox discounts and offers

Our client values diversity and operates a fair recruitment process free of discrimination. Due to the nature of this role, candidates will be expected to pass security clearance.