service desk analyst Plymouth, England
Job description
We’re searching for a driven 1st Line IT Engineer to join our service desk in Plymouth.
WHAT YOU’LL BE DOING
Being on the 1st Line of the service desk, you’ll be the proverbial face of the company, as the first point of contact for our clients when they’re experiencing a technical issue they need resolving. Don’t worry though, you’ll work alongside our 2nd Line and 3rd Line Engineers who are your point of escalation and on hand to support you with both the day-to-day challenges you face, but also as a point of reference to help you develop your understanding and knowledge further.
As well as working with our other Service Desk Engineers, you may liaise with our Field Engineers, when an issue requires on-site assistance to fix it. On occasions you may be required to help a Field Engineer, visiting site to assist in the field on a particularly large job, such as something that requires many hands like an office move. We look for team players – not lone wolves.
Naturally, you’ll get to know our great customers as you assist them with their problems. We work with businesses all over the country, although they’re predominantly based in the South West. Whilst we focus on several core industries such as Engineering & Manufacturing, Healthcare, Hospitality, Leisure & Tourism, Legal & Finance, and Property & Real Estate we have clients from a whole host of different industries and sectors include some more unusual ones such as aquariums, mountain bike manufactures, dairies, jewellers, harbours and more. This means the range of questions, queries and therefore experiences you’ll be exposed to should be wide-ranging, allowing you the opportunity to build upon your knowledge, with the aim of progressing further in your IT career.
In a nutshell, you will be;
- Providing 1st Line technical assistance to a range of businesses of different sizes, across different industries.
- Answering phone calls and email tickets to provide technical support.
- Occasionally assisting field engineers with larger PC installations or office moves.
You’ll be working with or on the following;
- End-user issues, typically in a Microsoft environment
- Microsoft 365
As a 1st Line Engineer we understand that you will have gaps in your knowledge and understanding, but please don’t let this put you off. We encourage all members of our staff to work towards their overall career aspirations and with this in mind will eagerly support you on that journey. This may be in the form of paid education, such as courses or certifications, but also job shadowing opportunities and mentorship from more senior employees.
WHO YOU ARE
You’re an inquisitive and curious individual with an eagerness to learn, develop and progress. You’re up for a challenge and want to play your role in a growing company, by providing a first-class customer experience.
So, with that in mind, you’ll be someone that has a basic understanding of IT but is passionate to learn and develop more. You’ll be friendly and approachable, with an excellent phone manner. You’ll be a team player, that understands when to persevere with a challenge, but also when it’s appropriate to ask for help.
Whilst a techie at heart, you’ll be considerate of how non-technical users interact with technology on a day-to-day basis and speak with them appropriately, limiting the use of technical jargon.
In a nutshell, you are someone that;
- Is curious, inquisitive and has a real desire to learn more and progress with your career.
- Is ambitious, up for a challenge and has the drive to help an SME grow and push forward.
- Has a basic understanding of IT.
- Can translate complicated technical jargon into everyday language, everyone can understand.
- Is comfortable asking for help when required.
- Has an excellent phone manner, is pleasant and approachable, and remains calm under pressure.
We must insist that you have the following;
- A minimum of 3 months of working on a support desk or in an IT role
It would be fantastic if you have attained industry-recognised accreditations or certificates, but don’t worry if you haven’t. A desire to develop and further your own knowledge and understanding are just as desirable. It would also be beneficial if you have a driving licence, but again, this isn’t a requirement of the role!
WHO WE ARE
In 2003 Acronyms founder Dave Smith was fed-up with IT companies overselling, so he founded a business with a simple ethos – to sell the correct solution, not the most expensive. Over 15 years later and this ethos, along with quality of service and a passion for technology, has led us to become a trusted provider of IT to businesses across the South West and further afield.
Our mission is therefore to provide businesses with exceptional, tailored IT and unified comms that are fit for purpose, exceed our clients’ expectations and that our employees are proud of, and we do this by staying true to our core values. After all, they make us what we are, they’ve helped us get where we are today and we’re sure they’ll continue to help us in the future.
Partnerships: We seek to create long-lasting partnerships with our clients that make a positive difference to their business.
It wouldn’t be possible to build long-lasting relationships with our clients if we didn’t build them with our employees first, many of whom have worked here for more than five years. One of our proudest achievements is our high level of staff retention and with happy employees, come happy customers.
Transparency: We provide an authentic, dependable, and approachable service and we are always transparent.
Being transparent ensures everyone in the business and connected to it, knows exactly where they stand, what’s expected of them, what’s going well and where there’s room for improvement. Everyone at the company (including Senior Management!) attends quarterly one-to-ones, whilst the company host quarterly company-wide meetings and provide means of offering anonymous feedback, so we can ensure the company is always honest and open about how we can continue to grow, thrive, and do the best we can.
Exceeding Client Expectations: We deliver an exceptional experience that goes beyond our clients’ expectations.
And we like to do the same for employees too! We endeavour to make Acronyms an enjoyable, comfortable, and exciting place to work. We’re not Google and can’t promise you a slide in the office, but we do provide our staff with flexible working conditions, fully funded training, certifications and courses, free fruit and snacks, regular company events, giveback days, paid overtime, and a holiday loyalty scheme for long-serving employees.
Delivering The Correct Solutions: We don’t oversell. We provide the correct solution for each and every client.
Doing what’s right is important to us. It’s how you build trust and a solid reputation that others can believe in and naturally this extends beyond our client relationships. It’s why we support our local communities and numerous other charities and initiatives. It’s also why we provide every employee with a day of giveback, fully paid. It’s simply the right thing to do.
WHAT WE OFFER
- Salary of £21,000 - £25,000 DOE
- Fully funded training and industry recognised certifications
- 25 days of annual leave plus Bank Holidays rising one day per year after five years of service
- One day per year fully paid to volunteer and ‘giveback’ to a charity or local cause of your choice
- Paid overtime opportunities
- Regular company events
- Free fruit, snacks and drinks
Job Types: Full-time, Permanent
Salary: £21,000.00-£25,000.00 per year
Schedule:
- Monday to Friday
Work Location: In person
