JOB OVERVIEW
We have a fantastic new job opportunity for an IT Support Engineer / Service Desk Analyst / IT Technicianwho 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
Depending on your level of experience your duties as an IT Support Engineer / Service Desk Analyst / IT Technician will include:
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 ( 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
12. Previous experience working on a 1st Line / 2nd Line Technical IT Helpdesk supporting users
13. Microsoft Terminal services/RDS
14. Microsoft Windows 10/11
15. Microsoft 365 including Intune and Autopilot
16. Active Directory
17. Azure Active Directory
18. DNS and DHCP
19. Excellent customer service, communication and interpersonal skills
20. Excellent English written and oral communication skills
DESIRABLE (Nice to Have)
21. ITIL v3/v4 Foundation Certification
22. Experience of working in a structured, ITIL environment
23. Experience of working towards specific SLAs
24. Experience of working with high volume calls, to specific SLAs
25. Experience of working in a structured ISO27001 environment with specific awareness of Security Incident processes
26. Experience working within a Managed Service Provider (MSP)
27. PTRG monitoring or infrastructure monitoring toolsets
28. Windows Server Administration
BENEFITS
29. Annual Salary up to £32,000 per annum
30. Working in an inclusive environment
31. Industry renowned training / certifications (sponsored by the company)
32. Wide range of company benefits
33. Based in Central London
34. 23 days holiday when you start, plus bank holidays, then earn additional days with years of service plus day off on your birthday
And more!
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-P13394
Full-Time, Permanent IT Jobs, Careers and Vacancies. Find a new job and work in City of London. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online.
First Line | 1st Line | Second Line | 2nd Line | Help Desk | Helpdesk | IT Technical Support
AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency.