1ST LINE SERVICE DESK ANALYSTPermanent Milton Keynes (Onsite 5 days a week)£20- 25KOverviewOur client is a growing IT consultancy. They are looking for a 1st Line Support to join their team. The role is pivotal to the daily operation of the business ensuring that their customers' requirements are met accurately and efficiently. Our client is an innovative, dynamic technology company serving an impressive array of industry leading customers. As Microsoft Gold Partners, they work closely with Microsoft to ensure the highest quality deployments are delivered to our clients, whilst continually refreshing their skills to keep ahead of the curve. Key Accountabilities
- To provide Service Desk support to clients via telephone and email
- Logging and updating all key information regarding the support call on the Company's Incident Management Application
- Resolving the support call in a quick and efficient manner, paying particular attention to Company SLA's
- Creation of support documentation.
- Liaison third parties and customers to ensure that agreed service levels are met.
- To escalate calls where necessary to Second Line
- To keep up to date with appropriate technologies as used by the Company and its Clients from time to time
- To familiarise yourself with all key Company systems
- To show a genuine desire to continually improve your technical knowledge and ability through self-study and in conjunction with the Company's offer of training
- Handle technical support issues via incident management escalations
- You are expected to be aware of our information security processes and procedure's ensuring that these are adhered to in line with ISO27001 at all times
Qualifications & Experience:Technical Skills:
- Previous experience working in a problem solving and remote IT role
- Microsoft Office Suite
- Office 365
- Windows 10 and Microsoft Server
- Active Directory
- Hardware Troubleshooting and Build experience
- Must be able to demonstrate the ability to diagnose and troubleshoot IT issues
- Documentation is extremely important within this role
Person Specification:
- Excellent customer service communication skills (both verbal and written)
- Confident when dealing with client requests
- Desire to study for technical qualifications
- Good team player
- Ideally you will have an understanding of ITIL Service Delivery and a recent certification