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. 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 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.
A minimum of 1 year experience working in a busy Technical Service Desk role, ideally at an MSP
· Be able to drive to Blisworth for the shift
· Ability to prioritise tasks on a busy and fast paced Service Desk
· Acting as the first point of contact via phone, email or ticket
· Providing 1st level support remotely
· Use our ticketing system to work on and resolve helpdesk tickets & service requests
· Use of our monitoring and management tool
· Communication, Reporting and Risk
· Escalate tickets that require Technical Support Analyst assistance
· Identify, communicate and mitigate potential risks to the account manager and clients
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
· Knowledge of IT Applications, Software & Hardware
· The ability to keep up with & adapt to the fast-paced IT world
Microsoft 365
· Microsoft Azure/Entra & Intune
· Microsoft Windows
· Desktop & server operating systems
· Basic network concepts
· Company pension
· Gym membership at office location
· Free on-site parking
· Employee Assistance and Wellbeing Program
· 25 days holiday a year
· 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:
· 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 2 nd Line Support Analyst, Network Engineer, Solutions Architect, Account Manager, or Service Delivery Manager.