Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent position.

Overview:

This position will provide technical support to the client’s customers within a service desk environment mainly managed by remote access. A good technical knowledge is essential to provide an escalation point where required and ensure incidents and problems are dealt with quickly and efficiently. A desire to provide exceptional customer service at all times is a must, along with an understanding of the commercial goals of the business as a whole.

Responsibilities:

Provide support for incidents relating to hardware, software, network connectivity and application services to a wide variety of external customers.

Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes.

Resolve incidents to stringent customer defined SLAs.

Drive service improvement within the service desk to improve first time fix resolution times.

Communicate clearly, effectively and in a timely manner with all customers.

Create and maintain accurate documentation within the centralised management database.

Provide any on-site support to resolve customer service outages as required to meet SLAs.

Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience and mentoring other members of the team.

Skills

Minimum 2 years’ experience in a 1st or 2nd Line role within a service desk environment.

Good knowledge of Windows Server, Virtual environments (VMWare, Microsoft Azure), SQL Server, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus.

Microsoft 365 and related technologies

Exchange Online

Azure Active Directory (Azure AD joined/hybrid)

Conditional Access/MFA

Windows Server

Active Directory

Firewalls (NAT/PAT/ACLs)

PC hardware/software trouble-shooting skills.

Excellent communication and interpersonal skills; professional telephone demeanour.

Strong customer service skills and attention to detail.

MS-100 or AZ-104 certifications would be preferred but not essential.

Patience and ability to work under pressure with good organisational skills

The ability and desire to develop the role and make it your own, suggesting improvements for process where appropriate to enhance internal and external experiences.

Committed to achieve the client’s vision