Roles Infrastructure

1st Line Support Analyst

  • Location: Sidcup
  • Type: Permanent
  • Payment: £19000 - 25000
  • Per: Annum
  • Role: Infrastructure

Posted by : Jake Wolstencroft

Email : Jake.Wolstencroft@intecselect.com

ServiceDesk / 1st Line Support Analyst – £19-£25k + Excellent Benefits

Overview:
An excellent opportunity has arisen for an experienced ServiceDesk Support Analyst with a multiple award winning Cloud consultancy in the Sidcup, Kent Area.

Reporting to the Service Delivery Manager, your main duties will be to ensure the progression and swift resolution of tickets logged with the Service Desk and delivering superior services in line with Service Level Agreements, managing client expectations throughout.

Role & Responsibilities:
• Handle customer incidents and service requests in a professional, courteous manner over the phone and via email
• Conducting full and thorough diagnostics with end users to enable first point of contact incident resolution
• Ensuring all faults are progressed and resolved within SLA, escalating to other internal and external teams as appropriate
• Managing incidents and requests through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
• Diagnosing and resolving incidents to the customers satisfaction
• Identify and escalate repeat issues or service risks to the Service Desk Manager where necessary
• Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational

Essential Skills & Experience:
• Basic knowledge of user administration (Active Directory, Azure AD, Exchange / Office365)
• Microsoft Windows 7+
• Strong knowledge of Microsoft Office suite
• Good understanding of workstation builds, configuration & hardware troubleshooting

Package:
•£19-25k basic salary
• 25 days annual leave
• Workplace pension scheme
• Excellent benefits package

ServiceDesk / 1st Line Support Analyst – £19-£25k + Excellent Benefits

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