Service Desk Analyst

JR United Kingdom; Greenhithe; On-site; GBP 30,000; Full time

Job summary

An award-winning IT Managed Service Provider is seeking a dynamic 1st Line Support Engineer. The role involves providing high-level technical support, managing customer queries, and ensuring service delivery according to SLAs. The ideal candidate will thrive in a fast-paced environment and excel in customer service.

Benefits

Support with Certifications

Excellent Benefits

Qualifications

• Experience in a fast-paced environment.
• Ability to work to tight deadlines.

Responsibilities

• Provide 1st line technical support for Server, Network, & Desktop.
• Log customer issues into the ticket management system.
• Manage client expectations through clear communication.

Skills

Customer Service

Analytical Problem Solving

Tools

Active Directory

MS Windows

Office 365

Job description

Overview:

An exciting opportunity has arisen with an award-winning IT Managed Service Provider to join as a 1st Line Support Engineer. They are looking for a dynamic and ambitious individual who prides themselves on providing a high level of delivery and expertise in their performance. The successful candidate will have experience working in a fast-paced environment, be able to work to tight deadlines, and be confident in offering excellent customer service.

Role & Responsibilities:

1. Responding to inbound calls effectively
2. Logging customer issues, queries, and requests into the internal ticket management system
3. Providing 1st line Server, Network, & Desktop technical support
4. Conducting hardware configurations and software installations
5. Managing and working to internal and customer SLAs, escalating problems when necessary
6. Creating and maintaining infrastructure documentation tailored to individual clients' needs
7. Taking proactive end-to-end ownership to resolve issues when they arise
8. Managing client expectations through clear communication
9. Supporting Active Directory, MS Windows, and Office 365
10. Providing customer-facing support
11. Working confidently to client Service Level Agreements (SLAs)
12. Supporting broader service delivery functions
13. Supporting multi-site clients confidently
14. Being an analytical problem solver who can work autonomously

Package:

• Salary up to £30,000
• Support with Certifications
• Many more excellent benefits