Job Ref: 213657434

Date: 2021-04-30 14:06:01

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Role: 1st/2nd Line Service Desk Analyst
Location: Milton Keynes
Salary: 26K
Company: MSP
Do you bring ideas to the table, love to solve problems and have a strong entrepreneurial spirit?
Do you have excellent communication skills?
Do you always put the customer first?

About

One of my clients who are an innovative IT consultancy and service provider specialises in business transformation are looking to add to their growing team.
The managed services team strives to be an exceptional support system for our clients, employing problem-solving and customer-service skills to deliver best-in-class service.

Responsibilities

Answer all incoming calls to the Service Desk in a professional, confident and timely manner
Provide first line support for any information technology issues and problems
Provide assistance by phone, email and/or using a ticket management system
Record all issues within an ITSM system
Track issues to resolution
Supporting following technologies: Microsoft Windows Desktop / Server Operating Systems, Citrix XenApp, Active Directory, O365, Skype for Business, Exchange, Wireless, Anti-Virus and similar stack of technologies
Update the internal knowledge base with issue resolution details
Support computers, laptops, tablets, smartphones and applications
Monitor, troubleshoot and escalate alerts
Escalate problems as required to Tier 2 and Tier 3 support teams
Act as a liaison between customers and technical escalation teams / 3rd parties

Skills & Experience

Proven track record with customer service skills
Exceptional communication skills, both verbal and written
Experience in end user desktop, Server Operating Systems
Experience with Cloud (Azure / O365)
Proven problem solving skills with the ability to identify root cause
Knowledge of Office products
Possess the ability to work under pressure in a fast moving environment

Skills & Experience (Advantageous)

Citrix CCA
Microsoft MCP
Previous work experience
Knowledge of troubleshooting end users' issues
Experience with Citrix, SQL, Intune and Backups
Good understanding of principles of ITIL Framework
Full driving license desired
Degree is desired
Any additional certifications an advantage

Working Hours based on a 12-hour shift rota working 4 days on 4 days off

Monday to Sunday (including bank and public holidays) Working hours within the service window of 6.00am to 9.00pm
Special Bank Holidays (Easter Sunday, Christmas Day; Boxing Day or New Year's Day) – £200 bonus for special bank holiday worked
Salary on offer is £26 + package
Looking to hire ASAP so please send me your latest CV to discuss further. Full JD is available.
Jack Bannister – IT Recruitment Consultant – – (phone number removed)
Key Words:
M365 – SCCM – Intune – Teams – Azure – Microsoft 365 – Level 2 – 2nd Line – Level 1 – 1st Line – Active Directory – Citrix – MCP – MSP – SQL – ITIL – Intune – SCCM – Service Desk

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