Techincal Support Analyst - £22-£27k (1st Line) 

The successful candidate should have:

A minimum of 1 year experience working in a busy Technical Service Desk role, ideally at an MSP

Excellent customer service and communication skills (verbal and written)

Be able to get to Blisworth for the shift

Ability to prioritise tasks on a busy and fast paced Service Desk

Ability to work well in a team and also under own initiative

Great problem solving skills

RESPONSIBILITIES

Customer Service

Acting as the first point of contact via phone, email or ticket

Delight our Clients with a friendly, quick and helpful experience

Providing 1st level support remotely

Use of our ticketing system

Use our ticketing system to work on and resolve helpdesk tickets & service requests

Managing and recording all work though our ticketing system

Make sure that Client documentation is well maintained

Split tickets that have several issues into their own individual ticket

Make sure that tickets aren’t “stale” throughout the process

Use of our monitoring and management tool

Review RMM dashboard and apply remediation actions as indicated by our processes

Review regularly scheduled/automated actions as indicated by our processes

Project Work

From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the L1 Technician may be required to help with project delivery

Communication, Reporting and Risk

Escalate tickets that require Technical Support Analyst assistance

Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue

Submit Expense reports as indicated on their SOPs

Identify, Communicate and Mitigate potential risks to the Account Manager and Clients

Team Work

Follow the schedule provided by the Operations Manager

Follow Standard Operating Procedures (SOPs) for daily / weekly / monthly recurring tasks

Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues

Identify opportunities for improvement and make constructive suggestions for change

Contribute to the process of innovative change effectively

Undertake other duties as required by the Operations Manager

SKILLS

Desired

A love of (and ability to) solve problems & challenges

Great Communications skills, founded in being a good listener

An understanding of support tools, techniques and how technology is used to provide services

Strong understanding of operating systems, business applications, printing systems and network systems

Must be able to type quickly and accurately while talking on the phone

A deep desire to deliver an amazing Client Experience

Knowledge of IT Applications, Software & Hardware

Great Communications skills, founded in being a good listener

IT literate – Advanced user level

A deep desire to deliver an amazing Client Experience

The ability to keep up with & adapt to the fast-paced IT world

Technical Skills

Microsoft Office 365

Microsoft Azure

Microsoft Windows

Desktop & Server Operating Systems

Infrastructure

Basic Network Concepts

Security:

Basic understanding of security concepts

Benefits

Company Pension

Gym membership at Office location

Free on-site parking

Employee Assistance and Wellbeing Program

25 days holiday a year

The flexibility to work from home (we run a Hybrid office)

High powered laptop

A proactive approach to ongoing training to help you develop life-long skills

Training

Training certification paths will be provided with access to world class training platforms which include;

CompTIA Qualifications

Microsoft Qualifications

Networking & Security Courses

CAREER GROWTH

For someone looking to progress their role, the Service Desk Analyst naturally leads into roles such as: the Technical Support Analyst, Network Engineer, Solutions Architect, Account Manager, Virtual CIO, CTO or Service Delivery Manager