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Service Desk Analyst – Line 1

Background

An excellent opportunity to be a key team player in a very successful business providing first class technology services to primarily SME customers. With the opportunity to learn and develop in a fast paced organisation and help continually develop the services. The business has a culture of team work, strong ethics and always going the extra mile for clients, whilst providing a highly positive working environment for the team.

Responsibilities

  • Provide high quality Line 1 support service to end users and deliver basic server and cloud troubleshooting
  • Be seen as a trusted advisor on service issues and be able to communicate at every level within an organisation
  • Communicate with 3rd party providers including hardware and application vendors to resolve simple multi-party issues
  • Ensure workload is managed to deliver the service within clearly defined SLAs
  • Ensure accuracy and completion of data entry based on incidents and problems
  • Assist with customer deployment projects where required
  • Some 24/7 on call cover maybe required

Education/Training

  • Be able to show clear evidence of continual learning in your career to date
  • Any industry recognised accreditations beneficial e.g. – Microsoft MCP

Skills Required

  • Proven track record of providing Line 1 service desk support for at least 1 year
  • Strong written and verbal communication skills
  • Ability to work on a high volume of incidents per day and rapidly escalate where appropriate
  • Ability to troubleshoot Windows desktop operating systems and Microsoft Office applications
  • Basic support for Windows Server operating systems and Exchange on premises environments
  • Basic understanding of Active Directory, Group Policies, DNS and DHCP
  • Reasonable knowledge of Anti-Virus, Anti-Ransomware and security best practices
  • Reasonable knowledge of the Office 365 platform and security services
  • Basic troubleshooting experience for virtualised on premise environments including Hyper-V and VMware
  • Knowledge of and ability to monitor and troubleshoot on premises and cloud based backup solutions
  • Basic knowledge of networking technologies with the ability to troubleshoot from desktop through to LAN

Beneficial

  • Proven track record in similar role for a Managed Service Provider
  • Ability to deploy new user services e.g. Office 365 additions or assist with cloud server migration projects
  • Basic experience of Virtual Desktop and virtualised applications using Citrix technology
  • Experience of simple hardware deployments including desktop

Think you've got what it takes?

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