Service Desk Analyst

iRecruit Partners Ltd; Lyndhurst; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company is seeking a 1st line support engineer for their Service Desk. The role offers exposure to Microsoft 365, Azure, and other technologies, requiring strong problem-solving and interpersonal skills. Candidates will undergo Microsoft training and participate in a shift rota, with opportunities for career progression.

Benefits

Access to industry training

Career development opportunities

On-call rota participation

Qualifications

• Strong technical problem-solving skills.
• Experience in troubleshooting and vendor management preferred.
• Eagerness to progress in technical capabilities and complete Microsoft certifications.

Responsibilities

• Troubleshoot client issues via remote tools and phone.
• Manage and report using monitoring tools.
• Collaborate with technical teams to enhance service offerings.

Skills

Problem-solving

Interpersonal skills

Technical support experience

Remote management tools

Networking concepts

Job description

Our client is recruiting for a 1st line support engineer to join the team on their busy Service Desk, reporting to the Service Desk Manager. The desk handles all aspects of running a global Managed Service operation for multiple clients and will expose the successful candidate to a range of technologies, including:

• Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams)
• Microsoft Azure (Azure AD, Backup, SQL, SaaS, Dynamics)
• Linux, VMware/Hyper-V, Veeam

They seek candidates with good technical problem-solving skills who are eager to progress their careers using the latest hardware and software, with access to industry training.

Operational hours are between 8am and 6pm, with a rotating shift pattern of 8am–5pm or 9am–6pm. Candidates will participate in a 24x7 On-Call rota due to the clients' operation in both Public and Private Cloud environments, and may be required to visit data centres post-probation.

Part of the probation involves completing and passing two Microsoft certifications, with further training available after probation for career development.

Candidate Requirements

Candidates should have strong interpersonal skills for effective team work and customer communication. The role involves troubleshooting via remote tools and phone, requiring clear thinking under pressure. Experience in troubleshooting, vendor management, and client liaison is preferred.

Potential candidates may possess skills such as:

• Knowledge of ticketing systems
• PC hardware troubleshooting
• Remote Management Tools
• Understanding of Microsoft 365 and Azure
• Networking concepts and equipment
• Experience in technical support teams

Post-onboarding, the candidate will:

• Collaborate with the technical team to improve service offerings
• Manage monitoring tools and report requirements
• Maintain SLA compliance for issues and requests
• Deliver solutions in Cloud environments
• Support and develop customer environments