Job Ref: 215514467

Date: 2022-01-10 07:12:52

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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 softwareBenefits

Job Type: Permanent
Salary: £20 000 per annum
Role based out of our Milton Keynes offices (flexibility to work remotely up to 3 days per week)
37.5 hours per week (Monday – Friday)
Pension
Health Support
Free financial wellbeing services, Training, Gym benefits and more
20 days holiday (raising by 1/2 day every 6 months of continuous service up to 25 days, excluding bank holidays)
Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities.
Continual development plans Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.

Content + Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependent on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.

We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment

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