2nd Line Service Desk Analyst

Synergi; Newcastle upon Tyne; On-site; GBP 28,000 - 40,000; Full time

Job summary

A leading cloud solutions business is seeking an experienced 2nd Line Service Desk Analyst in Newcastle upon Tyne. You will provide essential support across desktop and cloud platforms, ensuring high-quality service delivery and contributing to client satisfaction. Join a dynamic team that values continuous development and offers a competitive salary with attractive benefits, including unlimited holidays and free Microsoft certifications.

Benefits

Unlimited holidays

Free Microsoft certifications

Career progression

Free onsite parking

Charity Days

Staff referral scheme

Regular social events

Onsite fruit provision

Qualifications

• Minimum of 5 years’ experience providing support in a Managed Service Provider.
• Proven track record in troubleshooting desktop and server environments.
• Experience with cloud solutions and security best practices is beneficial.

Responsibilities

• Provide high quality desktop, server, and cloud support.
• Communicate effectively with clients and vendors to resolve issues.
• Ensure workload management aligns with defined SLAs.

Skills

Troubleshooting

Communication

Active Directory

Networking

ITIL framework

Education

Microsoft MCP

VMware VCP

Cisco CCNA

Citrix CCP

Tools

Office 365

Azure

Hyper-V

VMware

Job description

This is a fantastic opportunity for an experienced 2^nd Line Service Desk Analyst to join a leading cloud solutions and managed services business based in the North East. Synergi is an Award-winning technology provider working in the region and UK-wide with companies such as The AA, Highways England and Northumbrian Water. Synergi has seen substantial growth since its inception in 2013 and this appointment will add to our experienced service desk team to support our continued success.

Role, Duties & Expectations

• Provide high quality desktop, server and cloud platform support
• Demonstrate the ability to troubleshoot complex environments
• Provide clear advice and guidance to clients for improving their environments
• Be seen as a trusted advisor on service issues and be able to communicate to every level within an organisation
• Communicate with 3rd party providers including hardware and application vendors to resolve complex multi-party issues
• Ensure workload is managed to deliver the service within clearly defined SLAs
• Ensure accuracy and completion of data entry based on incidents and problems
• Own transport is essential as occasional onsite customer visits will be required
• Some 24/7 on call cover maybe required
  

Skills, Qualifications & Experience

• Proven track record of providing Line 2 service desk support from a Managed Service Provider background
• Have a strong MSP background a minimum of 5 years’ experience providing support to multiple customers
• Have the confidence to hold conversations with customers assisting technically in service reviews
• Ability to troubleshoot Windows Desktop Operating systems and Microsoft Office applications
• Support Windows Server operating systems and Exchange on premises environments
• Complete understanding of Active Directory, Group Policies, DNS and DHCP
• Strong knowledge of AntiVirus, Anti Ransomware and Security best practices
• In depth understanding of the Office 365 platform and security services
• Good level of knowledge of Microsoft 365, Azure VMs, Firewall, Backup and Configuration
• Ability to troubleshoot Virtualised on premise environments including Hyper-V and VMware
• Knowledge of and ability to monitor and troubleshoot Backup technologies
• Good understanding of Networking technologies with the ability to troubleshoot from desktop through to LAN, WAN and hosted services
• Understanding of the ITIL framework and basic principals
• Good understanding of commercial aspects of service agreements

Beneficial but not essential

• Basic SQL Skills including Backup, Maintenance schedules and high level troubleshooting
• Proven track record in similar role for a Managed Service Provider
• Ability to deploy new services e.g. Office 365 migrations or Cloud server migrations
• Knowledge of and ability to troubleshoot Disaster Recovery (DR) technology
• Experience of Virtual Desktop and Virtualised applications using Citrix technology
• ITIL Foundation or Practitioner accreditations
• Experience of hardware deployments including SAN technologies

Education/Training

• Be able to show clear evidence of continual learning in your career to date
• Industry recognised accreditations beneficial e.g. - Microsoft MCP, VMware VCP, Cisco CCNA, Citrix CCP

Package & Benefits

• Industry competitive salary plus car allowance
• Career progression
• UNLIMITED holidays
• Plus your Birthday off
• One day per month allocated for CPD Training
• All Microsoft certifications FREE!
• Shifts covering Monday – Friday 8am-4.30pm / 9:30am-6pm
• Charity Days to support causes important to you
• Staff referral scheme, (earn £500 for successful placements)
• Regular social and fundraising events
• Free fruit – get your 5 a day on us in the office!
• Free onsite parking at head office