Company Description
Bluebell IT Solutions offers a range of IT management and consultancy services and is a Microsoft Silver partner and Cyber Essentials Plus certified. Located in Blisworth, we serve Milton Keynes, Northamptonshire, Buckinghamshire, and Bedfordshire. We deliver tailored solutions to a diverse range of industries including education, health care, manufacturing, construction, financial services, transport, and hospitality. Our services include IT infrastructure, management, consultancy, cloud services, and security. Our team has extensive experience in IT management and support, storage and data protection, cyber security, and Microsoft 365, ensuring robust and reliable solutions for our clients.
The number one goal of everyone in our team is to make our clients exceptionally happy. The Technical Support Analyst plays an important role in making sure that happens.
The Technical Support Analyst handles the first level support requests that come in from our clients. They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the client is informed of what to expect every step of the way.
When help is needed the Technical Support Analyst can get help from or escalate issues to other members in the Operations Team.
The successful candidate should have:
· A minimum of 1 year experience working in a busy Technical Service Desk role, ideally at an MSP
· Excellent customer service and communication skills (verbal and written)
· Be able to drive to Blisworth for the shift
· Ability to prioritise tasks on a busy and fast paced Service Desk
· Ability to work well in a team and under own initiative
· Great problem-solving skills
RESPONSIBILITIES
Customer Service
· Acting as the first point of contact via phone, email or ticket
· Providing a friendly, quick and helpful experience for our clients
· Providing 1st level support remotely
· Escalating tickets to 2nd line team and collaborating with team members
Use of our ticketing system
· Use our ticketing system to work on and resolve helpdesk tickets & service requests
· Managing and recording all work though our ticketing system
· Make sure that client documentation is well maintained
· Split tickets that have several issues into their own individual ticket
· Make sure that tickets aren’t “stale” throughout the process
Use of our monitoring and management tool
· Review RMM dashboard and apply remediation actions as indicated by our processes
· Review regularly scheduled/automated actions as indicated by our processes
Communication, Reporting and Risk
· Escalate tickets that require Technical Support Analyst assistance
· Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
· Identify, communicate and mitigate potential risks to the account manager and clients
Teamwork
· Follow the schedule provided by the Operations Manager
· Follow all our security procedures, keeping a vigilant eye for security issues
· Identify opportunities for improvement and make constructive suggestions for change
· Undertake other duties as required by the Operations Manager
SKILLS
Desired
· A love of (and ability to) solve problems & challenges
· Great communications skills, founded in being a good listener
· An understanding of support tools, techniques and how technology is used to provide services
· Strong understanding of operating systems, business applications, printing systems and network systems
· Must be able to type quickly and accurately while talking on the phone
· A deep desire to deliver an amazing client experience
· Knowledge of IT Applications, Software & Hardware
· The ability to keep up with & adapt to the fast-paced IT world
Technical Skills
· Microsoft 365
· Microsoft Azure/Entra & Intune
· Microsoft Windows
· Desktop & server operating systems
· Infrastructure
· Basic network concepts
· Security:
· Basic understanding of security concepts
Benefits
· Company pension
· Gym membership at office location
· Free on-site parking
· Employee Assistance and Wellbeing Program
· 25 days holiday a year
· High powered laptop
· A proactive approach to ongoing training to help you develop life-long skills
Training
· Training certification paths will be provided with access to world class training platforms which include:
· CompTIA Qualifications
· Microsoft Qualifications
· Networking & Security Courses
CAREER GROWTH
* For someone looking to progress their role, the Technical Support Analyst naturally leads into roles such as: the 2nd Line Support Analyst, Network Engineer, Solutions Architect, Account Manager, or Service Delivery Manager.