Client Support  |  Remote UK  |  Full Time  |  Entry Level

1st Line Service Desk Analyst

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Description

Reporting to the Support Lead, you will be providing 1st line technical support to our Managed Service customers. The successful candidate will require an aptitude for working within the IT Department, to undertake analysis, diagnosis and resolution of problems.  

Primarily this job will be home based but could require travel occasionally to an office based in Fareham. 

 

Role and Responsibilities 

  • Taking phone calls promptly with strong attention to detail creating tickets around this information. 

  • Opening up tickets in ticketing systems, making sure that 1st response is appropriately done along with 1st line triage.  

  • If necessary, you will request external support, e.g. from software or hardware manufacturers. 

  • If necessary, you will request third party support, e.g. from customers 

  • Good understanding of Incident, Service Request and Problem tickets 

  • Liaising with clients throughout the lifecycle of the service ticket. 

  • Prioritise and manage multiple tickets. 

  • Ensure that any technical issues on a ticket are escalated efficiently. 

 

Behaviours and Attitudes Required 

  • Willingness to try new things to influence and embed change. 

  • Strong communication skills (both written and verbal) with the ability to establish long lasting rapport. 

  • Good problem solving and trouble shooting skills 

  • Excellent time management, organisational skills, attention to detail and the ability to work to deadlines. 

  • Results driven. 

  • Reliable and punctual. 

  • Proactive. 

  • Positive attitude – acting calmly and positive at all times. 

  • Demonstrate initiative. 

  • Professional attitude. 

Knowledge and Skills required 

  • An understanding of Window Servers 2012 onwards 

  • Knowledge of Active Directory, and Office 365 

  • Basic Networking skills 

 

Desirable  

  • Experience of Citrix 

  • Experience of VMWare 

  • Experience of Active Directory 

  • Experience of MS SQL, MYSQL or Oracle DB’s 

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