IT Support Engineer / Service Desk Analyst / IT Technician

AWD online; London; Hybrid; GBP 60,000 - 80,000

Job description

IT Support Engineer / Service Desk Analyst / IT Technician who has previous experience working on a busy helpdesk resolving first line and / or second line IT technical support tickets is required for a multi-award winning Managed Service Provider based in the City of London.

ALL LEVELS OF IT EXPERIENCE CONSIDERED

As a successful candidate you will need a solid foundation in 1st Line / 2nd Line IT Technical Support, preferably covering Microsoft technologies within a Technical Help Desk environment.

SALARY: up to £32,000 per annum (depending on experience) + Benefits (see below)

LOCATION: Hybrid working / 3 Days per Week working from the office in the City of London (Near Liverpool Street and Fenchurch Street Stations) and 2 Days per Week from Home

JOB TYPE: Full-Time, Permanent

ONLINE TEST: To demonstrate your IT acumen and how you compare to hundreds of worthy candidates you’ll need to complete the company’s popular online IT test, which you will be taken to when you apply for this role. Your score will also be shown at the end of the test, so you can see how well you did.

JOB OVERVIEW

We have a fantastic new job opportunity for an IT Support Engineer / Service Desk Analyst / IT Technician who has previous experience working on a busy helpdesk resolving first line and / or second line IT technical support tickets.

Working as IT Support Engineer / Service Desk Analyst / IT Technician you will support prestigious businesses around Microsoft Cloud / Azure, Support Microsoft Environments, IT Security and IT Transformation. The company will provide additional training, but you will need a solid foundation in IT to start with.

As an IT Support Engineer / Service Desk Analyst / IT Technician you will be positive and motivated and thrive on learning and pushing the boundaries of your knowledge while delivering exceptional support to staff of prestigious clients (and “going the extra mile”). You should also be a confident and capable communicator and able to provide comprehensive support onsite for desktop and EUC issues.

DUTIES

1. Provide 1st line technical support to end users. Log and classify incidents and requests raised by the customer by telephone, email and via the Service Now chat function.
2. Record calls from customers. Deal directly with requests and complaints and escalate problems in accordance with established procedures.
3. Troubleshoot and resolve issues with Microsoft desktop operating systems.
4. Support new starter process (i.e. create new users configure mailboxes, distribution groups and calendar permissions) and leaver processes.
5. Troubleshoot (and resolve) and/or escalate issues reported in relation to customer-specific business applications. Escalate to software vendors and liaise with them as and when required.
6. Demonstrate you can switch focus between activities to deal with competing demands/call volume.
7. Manage your time effectively to achieve the best productivity during your working time.
8. Manage your call queue to the highest standard – prioritise and review regularly to ensure you are on top of the priority tickets, escalating, if needed.
9. Provide users with regular updates via telephone and the service management platform (ServiceNow).
10. Ensure the tickets information are always of the highest standard (both, detail and quality of the written information).
11. Proactively follow up with users as you resolve these to confirm the work is completed to their satisfaction.

CANDIDATE REQUIREMENTS

1. Previous experience working on a 1st Line / 2nd Line Technical IT Helpdesk supporting users.
2. Microsoft Terminal services/RDS.
3. Microsoft Windows 10/11.
4. Microsoft 365 including Intune and Autopilot.
5. Active Directory.
6. Azure Active Directory.
7. DNS and DHCP.
8. Excellent customer service, communication and interpersonal skills.
9. Excellent English written and oral communication skills.

DESIRABLE (Nice to Have)

1. ITIL v3/v4 Foundation Certification.
2. Experience of working in a structured, ITIL environment.
3. Experience of working towards specific SLAs.
4. Experience of working with high volume calls, to specific SLAs.
5. Experience of working in a structured ISO27001 environment with specific awareness of Security Incident processes.
6. Experience working within a Managed Service Provider (MSP).
7. PTRG monitoring or infrastructure monitoring toolsets.
8. Windows Server Administration.

BENEFITS

1. Annual Salary up to £32,000 per annum.
2. Working in an inclusive environment.
3. Industry renowned training / certifications (sponsored by the company).
4. Wide range of company benefits.
5. Based in Central London.
6. 23 days holiday when you start, plus bank holidays, then earn additional days with years of service plus day off on your birthday.

APPLY TODAY…

Once you apply you will be taken to complete an Online Technical Test please give yourself time to complete this. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P