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    IT Support Analyst Remote - Milton Keynes, Buckinghamshire, United Kingdom - Cloud Decisions

    Cloud Decisions
    Cloud Decisions Milton Keynes, Buckinghamshire, United Kingdom

    1 week ago

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    Description
    2 nd Line Support Analyst- up to £33k
    Milton Keynes| Full time| Permanent

    One of Microsoft's Gold Partner, a Cloud-first company who are recognised leaders in helping companies transform and innovate is hiring for a 2 nd Line Support Analyst role.

    With a wealth of knowledge and experience, they help to organise with the successful deployment of the right technology to unlock their potential.

    Their friendly team of Microsoft Experts go that extra mile to ensure the success of their clients.
    Shift based, average 40hours, (core working hours will be 07:00 to 19:00 Mon-Fri)
    Hybrid working available

    They generally follow a hybrid approach to work, however due to the nature and requirements of this job, employees may be asked to work primarily from the office, especially during their induction period.

    After completing induction, a hybrid approach can be discussed with the line manager. Please ensure you have means to travel to the office.

    They are looking for a service desk analyst to join their 2nd Line Support team who has excellent incident and problem analysis, diagnosis and resolution skills, ensuring that incidents and requests are resolved and implemented to agreed standards and timescales.

    The candidate will act as an escalation point for the 1st line Service Desk, researching and resolving more complex or time-consuming issues; You will liaise and collaborate with other service providers, as well as third-party suppliers, to understand multi-faceted IT issues.

    Experience in using service desk applications to log and monitor support calls
    Knowledge of both server and client operating systems
    Use of remote control software for fault diagnosis and resolution
    A knowledge of network topology, components and systems monitoring
    Remote administration of workstations, servers, routers, network switches
    General network connectivity/troubleshooting
    Microsoft Exchange
    MS Office Suite
    Microsoft 365
    Office 365
    Microsoft Azure
    Provide support to customers via telephone, e-mail and remote access
    Windows 7 and Windows 10 Desktop, EPOS, handheld, MS Surface Pro, Exchange\Office 365, WAN\LAN network troubleshooting, basic Windows Server 2008 R and Managed Build support
    All calls to be prioritised in line with SLA, unless overruled by a P1, P2 call or, instructed by your senior
    First means of contact should be via the telephone
    Responsible for updating all third party calls, these should be done via phone, not e-mail.
    Seniors responsible for monitoring analyst incident management

    On occasion, the candidate will be required to work out of customer sites whereby all travel expenses will be reimbursed.

    The candidate will also be required to assist in the preparation and dispatch of IT equipment

    This company will invest heavily in you and your future and to assist in your personal development, the organisation will offer you up to 10 training days per year to invest in ongoing development.

    Cloud Decisions are proud to be part of Microsoft UK's Partner Talent Services and able to you to connect with some of the best cloud career opportunities within the Microsoft Partner Network.

    Our Talent Specialists are also Microsoft certified in Microsoft Azure and Microsoft 365, allowing us to have conversations at depth with you about your technical/consulting experience.

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