1st/2nd Line Service Desk Analyst - London, United Kingdom - vertex-it-solutions

vertex-it-solutions

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Position: 1st/2nd Line Service Desk Analyst

Reporting to:
IT Service Desk Manager

The role:

Our client are officially one of the top 10 managed service providers in the world.

We've been providing managed IT services since 2001, and now serve as a major IT partner for SMEs in a wide range of sectors.

We have consecutively maintained our ISO 27001every year since 2013 and was named the UK's number one MSP in the Channel Futures'MSP rankings.

In all cases, we get to know our clients' organisations and tailor our expert services accordingly.

What we do
We have provided technology services and solutions since 2001, building extensive experience and an excellent reputation in that time. In particular, we place a keen focus on de-risking businesses and helping them to reach their full potential. Throughoutour work, these core principles remain at the heart of everything we do.

Role Overview

Our Service Desk Analyst will be working within a dynamic Service Delivery Team, to deliver 1st and 2nd line support to our varied portfolio of clients comprising of property, retail, financial services, and healthcare sectors.

The role encompasses providing our clients with quality face-to-face and remote IT support, as well as assisting our clients with on-boarding activities, using a broad range of systems and purpose-built toolsets.

The successful Junior Service Desk Analyst will have the opportunity to further develop their career managing projects such as hardware refreshes and proactive renewals as well as exposure to working alongside senior Project Engineers on project delivery.

Passionate about Technology and Customer Service, our Junior Service Desk Analyst will be responsible for taking ownership of and troubleshooting incidents, predicting possible wider issues, building relationships with key stakeholders and working with andescalating to other members of the team.

Our Junior Service Desk Analyst would benefit from at least 1 year working at an MSP or in-house IT department and will have a good understanding of core IT concepts, preferably working towards appropriate qualifications such as A+, Network+, and Microsoftcertifications.

Understanding core infrastructure such as routers, firewalls, switches, WAPs, TCP/IP, DNSDHCP is essential, and awareness of the cyber security landscape is an advantage.

We are looking for a team member who wants to commit to learning and delivering an exceptional experience to our client base.

Strong communication skills both written and verbal are essential for this role.

Key Responsibilities:

Dealing with 1st and 2nd line assigned tickets, providing support over multiple channels
Troubleshooting, fixing and escalating incidents as required, ensuring they are resolved within customer service level agreements or against key performance indicators
Accurately classifying, logging, and keeping tickets up to date using our internal ticketing tool
Providing an excellent customer experience at all times
Conducting personal queue and ticket triage, escalating as and when required using internal processes
Liaising with partners and thirdparty vendors to resolve customer issues
Conducting onsite work as and when required (such as onsite support, project support/assistance, system deployment etc.)

Knowledge, Skills & Experience Required:

Essential

Some experience of Active Directory, Group Policy, Office 365, SharePoint, backup solutions, antivirus software, and networking
Familiar in Office 365 Administration, creating groups, distribution lists, setting forward rules, viewing and checking SharePoint permissions and basic troubleshooting, for example running mail trace or performing security checks such as last sign in orchecking for suspicious activity.
Confident in troubleshooting basic Windows OS/MAC OSX issues, checking for Windows updates and understanding how these are delivered (, GPO, 3rd party tools), performing system restores and using vendor diagnostic tools and you will be experienced withreplacing hardware components (SSD, RAM etc) while being considerate to data backup and the impact to the user.
Understanding of security products and the cyber threat landscape;
Ability to think ahead and anticipate problems, issues and solutions and work under pressure to meet deadlines
Excellent verbal and written communication is essential as well as the ability to communicate with clients to determine their needs and explain complex issues to differing skill levels

Desirable

Being able to demonstrate a commitment to learning new technologies either by ongoing certifications or personal interest projects

Person Specification:

Excellent verbal and written communication is essential as well as the ability to communicate with clients to determine their needs and explain complex issues to differing skill levels

Excellent time management and organisational skills and the ability to work autonomously is essential
The requires you to work shift pattern between 8am6pm.