Service Desk Analyst

Auxilion; Sheffield; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Hybrid work model

Career development opportunities

Job summary

Auxilion is a leading IT outsourcing and managed services provider in the United Kingdom. We are hiring a Service Desk Analyst to handle level 1 tickets from clients, delivering high-quality support and accurate diagnostics in a hybrid model (3 days in, 2 days out).

You’ll work with MS O365, Active Directory and Exchange, support Windows 10/11 environments, and log incidents in the service desk system while meeting SLAs and providing clear communication.

Qualifications

• Proven customer service and IT support experience.
• Excellent phone manner and communication skills.
• Experience in IT Service desk / helpdesk environments.
• Familiarity with Microsoft 365, AD, and Exchange.
• Hybrid work capability (3 days in, 2 days out).

Responsibilities

• Be the point of contact for technical queries from our clients.
• Meet or exceed the SLA’s provided by the customer.
• Ensure a high level of service and customer satisfaction.
• Level 1 diagnostics and resolution on desktop/laptop software and hardware in Win 10/11 environments.
• Supports standard desktop applications and operations.
• Invoke escalation procedure to other levels of support.
• Log calls accurately update and close tickets in service desk application.
• Document technical fixes and procedures.
• Level 1 technical services experience.
• Core Infrastructure – AD, Exchange, O365
• Microsoft Office suite
• Good understanding of Windows systems fundamentals and system management tasks
• Excellent communication skills (verbal and written)
• Strong understanding of network concepts, TCP/IP stack and common Internet protocols
• Excellent attention to detail
• Experience working in a helpdesk environment

Skills

IT support

Customer service

Windows 10/11

Active Directory

Microsoft Exchange

Office 365 / O365

TCP/IP networking basics

Tools

Active Directory

Microsoft Exchange

Windows 10/11

Job description

Monday – Friday 09.00 – 17:30 (Hybrid 3 days in, 2 days out)

Auxilion are a leading provider of IT outsourcing and IT managed service solutions.

The Service Desk Analyst will be responsible for level 1 tickets raised by our clients.

You will provide high-quality customer support services and technical assistance with a high level of accurate diagnosis and resolution.

You will have proven customer service and IT Support experience, Excellent phone manner, IT Service desk / helpdesk experience, Microsoft O365, Active Directory, Exchange.

This role is an excellent opportunity to develop and advance your skills.

Position Responsibilities:

• Be the point of contact for technical queries from our clients.
• Meet or exceed the SLA’s provided by the customer.
• Ensure a high level of service and customer satisfaction.
• Level 1 diagnostics and resolution on desktop/laptop software and hardware in Win 10,11 environments.
• Supports standard desktop applications and operations.
• Invoke escalation procedure in a prompt and timely manner to other levels of support.
• Log calls accurately update and close tickets in service desk application.
• Document technical fixes and procedures.
• Level 1 technical services experience.
• Core Infrastructure – AD, Exchange, O365
• Microsoft Office suite
• Good understanding of Windows systems fundamentals and system management tasks
• Excellent communication skills (Communication to customers verbal and written is mandatory)
• Strong understanding of network concepts, TCP/IP stack and common Internet protocols
• Excellent attention to detail
• Experience working in a helpdesk environment

Business Competencies:

• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work collaboratively in a team environment.

Our Company, Auxilion – About Us

Work matters. It’s where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and development of people in our DNA. Our competitive advantage is how we support our clients on their journey.

Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.