First-Line IT Support & Service Desk Specialist

Boxxe Group; Hemel Hempstead; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

Boxxe Group is seeking a Managed Services Support Analyst to provide 1st line support to our Managed Services customers. You will handle incidents across hardware, software and network devices, manage alerts, and ensure timely escalation when needed.

The role emphasizes clear communication, meticulous timekeeping, and strict adherence to SOPs to achieve high first-time fix rates and meet SLAs. This is an excellent path to build a career in IT services.

Qualifications

• Basic IT knowledge with a 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 (Desired not essential)
• Experience using an ITSM Platform - ServiceNow, AutoTask or similar (Desired not essential)
• Experience working with an event monitoring platform (Desired not essential)
• Experience with Cisco Meraki dashboards (Desired not essential)

Responsibilities

• Troubleshoot, diagnose and resolve IT issues with hardware, software and network devices.
• Manage alerts from our monitoring platform - acknowledge, troubleshoot and resolve where possible.
• Follow best practice for ticket management as outlined in boxxe's Standard Operating Procedure (SOP).
• Ensure a high level of first-time fixes are achieved.
• Evaluate and chase up escalated tickets appropriately to ensure customer demands are met.
• Manage 3rd party communication and tickets via their respective portals and email.
• Appropriate and timely escalation of incidents and request to senior teams.
• Provide exceptional communication between the service desk, NOC, resolver groups and end users.
• Communicate at all levels within the business in both written and verbal form.
• Consistently maintain a high level of customer satisfaction.
• Provide regular feedback to customer regarding the status of their tickets.
• Meet and exceed customer specific service level agreements (SLAs)

Skills

Basic IT knowledge

Excellent communication

Customer service oriented

Time management

Team collaboration

Tools

ServiceNow

AutoTask

M365

Active Directory

MS Exchange

Cisco Meraki dashboards

Job description

Boxxe Group is seeking a Managed Services Support Analyst to provide 1st line support to our Managed Services customers. You will handle incidents across hardware, software and network devices, manage alerts, and ensure timely escalation when needed.

The role emphasizes clear communication, meticulous timekeeping, and strict adherence to SOPs to achieve high first-time fix rates and meet SLAs. This is an excellent path to build a career in IT services.