Gotpeople are working closely with a dynamic local IT comapny are are looking for Technical support Analysts.
The successful candidates 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 site for the shift (must have own transport)
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
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 experienceKnowledge 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 conceptsSecurity:
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