service desk analyst Basingstoke, England
Job description
*No Agencies Please*
About Us:
At DISConsulting IT, we are embarking on an exciting company restructure, fuelled by new investments in our systems, staff training, and a rebranding effort. We are dedicated to providing top-quality IT services and are committed to delivering exceptional customer experiences. With this restructure, we are focused on further enhancing our service delivery capabilities and solidifying our position as a leading IT service provider for small and medium-sized enterprises, charities, and non-profit organisations.
Work Environment:
In our company, we foster a relaxed and supportive atmosphere that encourages personal and professional growth. We believe in providing on-the-job training, allowing you to expand your skills and knowledge while working in a collaborative team environment. As a Service Desk Team Leader, you will play a crucial role in driving the success of our restructured company and contributing to the delivery of high-quality services to our valued customers.
Job Description:
We are seeking an experienced and skilled Service Desk Team Leader (Helpdesk 2nd Line) to join our team. As a key member of our organisation, you will have the opportunity to make a significant impact by overseeing project timelines and execution, providing day-to-day senior IT service support, leading our service desk team, and actively engaging with our customers. With a focus on delivering exceptional customer service, technical expertise, and face-to-face interactions, you will be instrumental in ensuring our clients receive reliable and efficient IT solutions.
Responsibilities:
- Oversee project timelines and ensure successful execution within defined deadlines, contributing to the smooth implementation of IT solutions for our clients.
- Provide day-to-day senior IT service support, leveraging your technical expertise to resolve complex issues and ensure the highest level of customer satisfaction.
- Lead and supervise our service desk team, nurturing their professional growth and development, and fostering a collaborative and high-performing work environment.
- Collaborate with other departments to ensure seamless coordination and delivery of IT services, enabling our clients to leverage technology for their business success.
- Stay up to date with industry trends and emerging technologies, recommending improvements and enhancements to our existing IT infrastructure, and actively contributing to our innovative approach.
- Participate in client meetings, including face-to-face interactions, and pre-sales activities, providing technical expertise and building strong client relationships.
- Conduct on-site initial customer audits, gathering requirements, and assessing IT infrastructure to tailor effective solutions.
- Install and decommission a range of hardware including laptops, printers, desktops, servers, and network equipment, ensuring seamless integration within customer environments.
- Coordinate and execute software installations, ensuring proper configuration and functionality.
- Contribute to the definition and implementation of IT policies, procedures, and best practices, ensuring compliance and efficiency throughout our operations.
- Maintain accurate documentation of processes, procedures, and troubleshooting guides, contributing to our knowledge base, and enabling efficient service delivery.
Requirements:
- Minimum of 5 years of experience in a similar technical support environment, preferably within a Managed Service Provider (MSP).
- Strong technical knowledge and hands-on experience across a range of technologies, including Windows Desktop/Server, Microsoft 365, Exchange, SharePoint, Wireless, Active Directory, Firewalls, Managed Switches, VoIP, VLAN, vSphere, SQL Server, Azure, AWS and Ninja RMM.
- Experience with PSA tool , including data input, building out workflows, and reviewing KPIs via reports.
- Previous experience leading and managing a small team, with a proven track record of team development and success.
- Excellent communication skills, both written and verbal, with a keen attention to detail.
- Confidence and proficiency in conducting face-to-face meetings with customers, building strong rapport and trust.
- Experience in conducting on-site initial customer audits, gathering requirements, and assessing IT infrastructure.
- Ability to install and decommission a range of hardware including laptops, printers, desktops, servers, and network equipment.
- Punctual, thorough, and committed to delivering exceptional customer service.
Strong academic background, showcasing your dedication to continuous learning and professional growth.
Training
Full training will be provided, and as you progress there is the possibility of additional external training paid by the company.
Location and Travel:
This position will be based at our Basingstoke office, located in RG24. You will enjoy the convenience of free onsite parking, making your daily commute hassle-free.
Job Type and Schedule:
This is a full-time, permanent position, with work scheduled from Monday to Friday - 40 hours per week.
Support Engineers are also required to work a rolling weekly on-call rota as outlined in the contract
Salary:
The salary for this position is £33,000+ per year, subject to experience, 6 month probation.
Benefits:
In addition to your salary, we offer the following benefits:
- Company pension
- Free onsite parking
- 20 Days Holiday + Bank Holidays (accrue a days holiday for every year of service after 5 years of employment - unlimited)
If you are passionate about contributing to a growing company, thrive in a supportive environment, and are eager to take on diverse responsibilities, we would love to hear from you. Consider joining our team and be part of our exciting journey towards excellence in IT services!
Please note: This job requires in-person work at our Basingstoke office.
Job Types: Full-time, Permanent
Salary: £33,000.00-£40,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Basingstoke: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (required)
Experience:
- MSP: 2 years (required)
- Technical support: 5 years (required)
- Leadership: 1 year (required)
Work Location: In person
