Service Desk Analyst - United Kingdom - Xperience

Description

Closing Date: 3rd May 2024 9:00am Location:

Hybrid Working:
Peterborough or

Bury St Edmunds Salary:
£21,564 per annum

Contract Type:

Permanent Weekly Hours:
Full Time (36.Apply Online Job Description

We are undergoing an exciting time in our evolution and now seek a Service Desk Trainee Technician who is passionate about supporting customers with their IT .

Joining an established Managed Services Helpdesk Team, you will gain experience and training in the delivery of best-in-class Managed IT support to our growing customer base.

Developing skills and knowledge across a variety of technologies such as MS Window Server, O365, Active Directory, as well as Cyber Security and Cloud, you will develop to provide 1st line technical support and solutions to our clients through our online helpdesk, live chat, telephone and by email.

Additionally, you will gain the skills to perform hardware/software installations, maintenance, and upgrades.
Be the first point of contact for technical support to both internal and external stakeholders
Work to deliver on Service Level Agreements and ensuring that all support incidents are accurately recorded
Deliver a high level of customer satisfaction by acting as the primary point of contact for all new support incidents received through our helpdesk, email, telephone or through live chat
Use the helpdesk management system to log tickets for internal and external stakeholders, where raised by telephone
Perform initial investigation and where required, escalate the incident to our Level 1 / 2 or Level 3 technical teams, ensuring high levels of customer care
Triage all new support requests by reviewing and modifying ticket subjects, priority, department, associated service level agreement and contractual requirements
Pro-actively monitor internal systems including backup reports, network and device monitoring systems, anti-virus and patch management dashboards etc. to identify issues of concern, taking action to create a support incident on behalf of a client
Perform regular remote or on-site maintenance on behalf of our clients
Provide on-site technical support and/or to facilitate the collection and delivery of hardware for repair or troubleshooting
Refer client requests for advice & consultation to Business Solutions and Commercial teams
Take responsibility for one's own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved
Collaborate with peers and other areas of the business to increase internal product and service knowledge
Manage and monitor internal and external ICT systems and platforms performing any necessary maintenance
Take responsibility for one's own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved
Collaborate with peers and other areas of the business to increase internal product and service knowledge
Previous experience in a customer service role
GCSE Maths and English at Grade A*-C or 9-4 (or equivalent)
A passion for using technology to help customers
A qualification in Information Technology or related subject (or studying towards)
At least 1 years' previous experience in an IT/Professional Services organisation
Previous experience in an internal or external facing helpdesk support team
Job Role Profile Managed Services Trainee Technician April 2024
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