Job Ref: 215589389

Date: 2022-01-18 10:12:10

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Although this role has been advertised as Content + Cloud, please note that you would be employed by Mirus, one of the group's companies.

We are looking for an experienced Service Desk Technician to join our Mirus Team and provide onsite support to one of our clients based in Milton Keynes.

Meet customer requirements efficiently and strive to resolve client user issues by delivering the right solutions first time, on time, every time. Identification of recurring issues and trends. Problem ownership with clear, concise, customer communication whilst managing expectations. Mentor and support colleagues through knowledge sharing and practical guidance.

Ensuring the smooth running of our clients systems and network infrastructure ensuring they get maximum benefits from them. Activities may include:

Service Desk Technician Role

Answering inbound calls within an agreed answer time (9 seconds)
Log all customer issues, queries, and requests into the ticket management system
Provide Level 1 Technical Support, diagnosing customer issues, and providing high level of first-time fix
Manage and work to internal and customer SLA's, escalating any concerns.
Create and maintain customer specific infrastructure documentation.
End to end ownership of problem resolution.
Managing client expectations through clear communications.
Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge.
Undertake all other reasonable requests.Requirements

Knowledge & Experience

Previous years' experience as a service desk engineer supporting SME's.
Experience of working in a customer facing role
Familiar with working to SLA's to meet both customer and contract requirements
Working as part of a wider service delivery function.
MS Windows Server Technologies (Intermediate knowledge)
Office 365
Active Directory
VMWare VSphere
Firewalls, Router, Switches & VPN Technologies
NAS & Storage Technologies
Supporting multi-site clients. Skills

Able to communicate verbally and in writing to both technical and non-technical audiences.
Methodical approach suitable to resolution of client requirements.
Able to manage changing workload and priorities.
Able to work both within a team and using own initiative.
Installation, removal and troubleshooting of 3rd party software

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