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Service Desk Analyst – Line 2


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.

Skills, Qualifications and Experience

  • Proven track record of providing Line 2 service desk support for at least 2 years
  • Strong written and verbal communication skills
  • Ability to troubleshoot Windows Desktop Operating systems and Microsoft Office applications
  • Support Windows Server operating systems and Exchange on premises environments
  • Complete understanding of Active Directory, Group Policies, DNS and DHCP
  • Strong knowledge of AntiVirus, Anti Ransomware and Security best practices
  • In depth understanding of the Office 365 platform and security services
  • Good level of knowledge of Azure VMs, Firewall, Backup and Configuration
  • Ability to troubleshoot Virtualised on premise environments including Hyper-V and VMware
  • Knowledge of and ability to monitor and troubleshoot Backup technologies
  • Good understanding of Networking technologies with the ability to troubleshoot from desktop through to LAN, WAN and hosted services
  • Understanding of the ITIL framework and basic principals
  • Good understanding of commercial aspects of service agreements


Beneficial experience, skills and background for the role:

  • Basic SQL Skills including Backup, Maintenance schedules and high level troubleshooting
  • Proven track record in similar role for a Managed Service Provider
  • Ability to deploy new services e.g. Office 365 migrations or Cloud server migrations
  • Knowledge of and ability to troubleshoot Disaster Recovery (DR) technology
  • Experience of Virtual Desktop and Virtualised applications using Citrix technology
  • ITIL Foundation or Practicioner accrediations
  • Experience of hardware deployments including SAN technologies


  • Provide high quality desktop, server and cloud platform support
  • Demonstrate the ability to troubleshoot complex environments
  • Provide clear advice and guidance to clients for improving their environments
  • Be seen as a trusted advisor on service issues and be able to communicate to every level within an organisation
  • Communicate with 3rd party providers including hardware and application vendors to resolve complex 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
  • Some 24/7 on call cover maybe required


  • Educated to A Level Standard as a minimum
  • Be able to show clear evidence of continual learning in your career to date
  • Industry recognised accreditations beneficial e.g. – Microsoft MCP, VMware VCP, Cisco CCNA, Citrix CCP

Why Synergi?

Synergi is a leading Microsoft Gold Partner with specialist practice focus on collaboration, automation, security, insight and operations; based on the Microsoft 365, Office 365 and Dynamics 365 platforms.

We’re a dynamic, modern business with a focused and dynamic team who enjoy working together to deliver our customers a great experience but we also like to socialise and enjoy our great surroundings as a team.

Package & Benefits

  • Salary and Pension
  • Generous holiday allowance
  • Birthday leave (you also get to take your birthday off)
  • Flexible working hours and location
  • 2 days of CPD (personal development) allocation per month
  • Staff referral scheme, (earn £500 for successful placements)
  • Free fruit – get your 5 a day on us!
  • Free onsite parking at head office
  • Regular social and fundraising events

Think you've got what it takes?

We’re big on culture and finding the right fit so don’t be afraid to show us who you are. Complete the application form and we'll be in touch.

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