1st Line Service Desk Analyst

1st Line Service Desk AnalystThis is a great opportunity to join an award-winning IT Managed Service Provider with a 20+ year track record and ambitious growth plans. The company provides cloud-first, secure solutions and services, primarily using Microsoft products, and has a fantastic client base across a wide range of industries.

You'll be joining a talented, dynamic Service Delivery team that is pivotal to the delivery of an excellent service. The company itself has a friendly, inclusive culture and a keen interest in training, personal development and progression.

• The role will be fully office-based at first, but once you're fully onboarded and confident working by yourself, you'll be able to join the hybrid working patter (3 days office pw).1st Line Service Desk Analyst - responsibilities
• Be the first point of contact for clients via phone, email and ticketing system
• Diagnose and fix first line issues within targeted times
• Provide a first class customer experience at all times
• Accurately log and manage tickets, keeping detailed notes
• Prioritise your own workload and escalate issues as needed
• Work with third parties and partners to resolve issues when required1st Line Service Desk Analyst - requirements
• Commercial experience in a relevant IT Support role
• Experience in a multi-client, IT Managed Services environment (essential)
• Excellent communication skills and a strong customer service ethic
• Good knowledge of Windows and Microsoft Office
• An understanding of Office 365, Sharepoint, AD, DNS, Group Policy
• A passion to learn new technologies is also important and we'd be interested to hear about certifications/training you've taken or personal projects that show this.