it support analyst Maidenhead, England
Job description
1s Line Support Analyst / 2nd Line Support Engineer Helpdesk Analyst / 1st Line IT Support Engineer
Experienced 1st Line Service Desk Analysts are required by a leading managed service provider to join a highly skilled onsite customer support team providing expertise and support for desktop and network systems for a global brand. The role will be involve working on a busy service desk and will be responsible professional and consistent end to end management of incidents and service requests. Whilst the role will involve supporting Microsoft desktops and platforms there you will also be responsible for supporting a number of complex bespoke software applications for which full training will be provided and there is plenty of scope for progression into more technical roles with IT and networking support.
Role Duties & Responsibilities:
- Monitor the Service Desk mailbox to ensure that emails are actioned and responded to in a timely manner providing 1st line and some 2nd line support
- Log a call record for all incidents and service requests reported via telephone, email, or in person
- Take ownership of specific incidents, ensuring that they are monitored, tracked and updated accurately and concisely throughout the lifecycle.
- Carry out initial support of incidents and service requests
- Complete investigation and diagnosis with the end user.
- Resolve incidents by implementing permanent fixes or work arounds to known errors.
- Escalate incidents to 3rd party suppliers where applicable.
- Invoke appropriate technical escalation to ensure the contractual SLA is achieved.
- Provide a single point of contact for the customer / end user for Incidents, ensuring regular status updates are communicated.
- Identify and report any potential service / security breach to the Helpdesk Team Leader / Service Delivery Manager.
Experience & Skills Required:
- Some previous commercial experience of performing a similar 1st line IT support / Service desk / helpdesk role within an IT or professional services background.
- In-depth knowledge of Microsoft Windows operating systems.
- Experience with Incident, Problem, and Change Management from an operational perspective.
- Experience working within an ITIL environment.
- Strong communication and customer service skills
- Driving License is required as there will be some travel to support other customer sites on an optional volunteer basis
Knowledge and experience in the following would be advantageous:
- Active Directory
- Citrix
- Exchange
- Microsoft Windows Server 2010-2016
- Group Policy
- Office 365
- VMware / Hyper V
- ITIL Foundation
- Experience working within the MSP sector
Working hours will be either 8am to 4.30pm or 9am to 5.30pm and the role will initially be fully office based for training and onboarding after which hybrid working options for 2 days per week from home will be available.
The role offers great scope for professional and skills training with support for a number of related professional IT Certifications available alongside an attractive benefits package and opportunity for overtime payments.
