service desk analyst London, England
Job description
About Ekco
Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe!
We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our customers’ existing technology investments.
- ️ In a few words, we take businesses to the cloud and back!
We have over 500 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Benelux & Ireland.
About the role
At Ekco our people and culture comes first, second to our customers! We have grown at a fast pace over the past year, and due to our continued expansion in 2022 we are now searching for a talented Desktop Support Engineer to join our London based team.
Responsibilities and Duties
Ekco provide managed cloud services, and our ability to provide responsive, agile, and above-all intelligent support is why our customers choose us above larger, slower-moving competitors. As a Desktop Support Engineer one of your primary responsibilities is to respond to customer support enquiries, tickets, and change requests.
Key duties
- Provide technical support, responding to Incidents and Service Requests raised with the Service Desk via phone, email and Portal.
- Log all Incidents and Service Requests received into the ticketing system (ServiceNow), manage workload effectively ensuring any outstanding level 1/2 tickets are updated frequently and clearly show what progress has been made and what the next step is.
- Attempt to resolve Incidents and Service Requests at first point of contact, escalating to senior engineers where required.
- Maintain a high degree of customer service and adherence to ITIL service management principles, taking ownership of Incidents and Service Requests, and being proactive when dealing with customers.
- Ensuring SLA obligations are met at all times.
- You will ensure the internal database of assets is updated accurately where updates are required.
- Contribute to the creation, development and review of procedures and policies within the IT department.
- Manage own ticket queue and work schedule in an efficient manner
About you
- English Language (written and verbal) to a GCSE level or equivalent
- You are passionate about IT and enjoy interacting with people. You want to learn and develop with a company committed to helping you become an expert in your favourite IT field.
- You take pride in your work and aim for a high standard at all times.
- You will need to be able to work in a team and meet SLAs.
- You will be happy liaising with customers, mainly on the phone.
- You should be able to explain technical issues in easily understood terms.
- You will be able to multi task and keep track of outstanding tasks.
- Willingness to learn new skills in a fast paced environment.
Essential Skills / Experience
- Experience with Microsoft Desktop OS Windows 7, 8, 10
- Microsoft Active Directory
- Microsoft Group Policy
- Microsoft Office 365 Administration
- Microsoft Office Problem solving
- General Troubleshooting IT issues
Bonus points if you have experience with:
- Microsoft certification
- Good understanding of Networking
- PowerShell Experience
- Terminal Server experience
- Microsoft Azure exposure and console admin
- Microsoft Endpoint Manager
Why Ekco:
- ️ VMware & Veeam top partner status
- Ekco are committed to cultivating an environment that promotes diversity, equality, inclusion and belonging
- We recognise the value of internal mobility and encourage opportunities for internal development & progression
- ✨ Flexible working with a family friendly focus are at the core of our company values
Employee perks:
- ️ Time off - 25 days leave + public holidays
- x1 day Birthday leave per year
- Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice
- Employee Assistance Programme (EAP) - access to dedicated mental health, emotional wellbeing and general advice.
- Private Medical Healthcare with Bupa (post probation)
- Discounted Dental Insurance with Bupa (via salary sacrifice)
- Learning & development - Unlimited access to Udemy learning platform
- A lot of responsibilities & opportunities to grow (also internationally)
