Managed Service Support Analyst

Jobtailor; Hemel Hempstead; On-site; GBP 22,000 - 28,000; Full time

Job summary

boxxe is seeking a dedicated 1st Line Support Analyst to join its Managed Services team in Hemel Hempstead. You will provide frontline IT support, diagnose issues across hardware, software and network devices, and manage monitoring alerts to drive fast resolutions.

The role emphasizes strong communication, high first-time fix rates, and adherence to ticketing procedures. Experience with M365, Active Directory and MS Exchange is valued, with optional exposure to ITSM tools like ServiceNow or

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

• Provide 1st line support to boxxe’s Managed Services customers
• Troubleshoot, diagnose and resolve IT issues with hardware, software and network devices
• Manage monitoring‑platform alerts by acknowledging, troubleshooting and resolving them where possible
• Follow boxxe’s Standard Operating Procedure for ticket management
• Achieve a high level of first‑time fixes
• Evaluate and chase escalated tickets to meet customer demands
• Manage third‑party communication and tickets through portals and email
• Escalate incidents and requests appropriately and promptly to senior teams
• Communicate between the service desk, NOC, resolver groups and end users
• Communicate with all levels of the business in written and verbal form
• Maintain high customer satisfaction
• Provide customers with regular ticket‑status updates
• Meet and exceed customer‑specific service level agreements (SLAs)
• Manage multiple workstreams while maintaining accurate timekeeping and time logging

Skills

1st Line Support

Troubleshooting IT Issues

M365 Experience

Service Desk Experience

Communication Skills

Tools

Active Directory

MS Exchange

ServiceNow

AutoTask

Cisco Meraki Dashboards

Job description

• Provide 1st line support to boxxe’s Managed Services customers
• Troubleshoot, diagnose and resolve IT issues with hardware, software and network devices
• Manage monitoring‑platform alerts by acknowledging, troubleshooting and resolving them where possible
• Follow boxxe’s Standard Operating Procedure for ticket management
• Achieve a high level of first‑time fixes
• Evaluate and chase escalated tickets to meet customer demands
• Manage third‑party communication and tickets through portals and email
• Escalate incidents and requests appropriately and promptly to senior teams
• Communicate between the service desk, NOC, resolver groups and end users
• Communicate with all levels of the business in written and verbal form
• Maintain high customer satisfaction
• Provide customers with regular ticket‑status updates
• Meet and exceed customer‑specific service level agreements (SLAs)
• Manage multiple workstreams while maintaining accurate timekeeping and time logging

Requirements

• 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)

Core Competencies

Demonstrates proficiency in troubleshooting and resolving IT issues while maintaining high customer satisfaction. Capable of managing multiple workstreams and effectively communicating with various stakeholders.

Highest-signal resume keywords

• 1st Line Support
• Troubleshooting IT Issues
• M365 Experience
• Service Desk Experience
• Communication Skills

ATS Optimization Keywords

Hard Skills

• Basic IT Knowledge
• Hardware Components Understanding
• Software Components Understanding
• Ticket Management
• First-Time Fixes

Soft Skills

• Exemplary Communication Skills
• Customer Satisfaction Focus

Industry Keywords

• ITSM Platform
• Event Monitoring Platform
• Service Level Agreements
• Third-Party Communication
• NOC Communication

Tools & Technologies

• Active Directory
• MS Exchange
• ServiceNow
• AutoTask
• Cisco Meraki Dashboards