Excellent opportunity for a Service Desk Technical Analyst to join the Managed Services division of a leading international authority in the Digital Transformation space.
Service Desk Technical Analyst / 1st Line IT Support – Managed Services
St Ives, Cambridgeshire
£20,000 – £25,000 + Benefits & Perks
Start date: ASAP
Hours: Monday to Friday (37.5 hours per week) based on a three-week rotating shift pattern: 7am – 3:30pm, 8:30am – 5pm and 9:30am – 6pm.
Who we are:
As a Digital Transformation Partner, we accompany companies into the digital future. Our range of IT solutions includes consulting, implementation, services and the operation of IT systems. Our customers benefit from our extensive expertise and our innovative portfolio that covers the IT requirements necessary for a successful digital transformation.
Our headquarters are based in Munich and we employ over 3,000 employees worldwide and have offices in Germany, Austria, Belgium, the UK and the U.S.A.
Our Managed Services team, who area based in Cambridge, provide a focused range of hosted and cloud services through our extensive portfolio, specifically designed to help corporate and public-sector customers align their IT functions to their core business requirements.
The Service Desk Technical Analyst Role:
We are looking for an enthusiastic analyst to provide dedicated desktop support for our clients and end users. As the 1st line customer champion, you will be the focal point for ensuring that user incidents and requests are progressed to resolution within multiple technologies.
The ideal candidate will be a driven, self-motivated individual who is able to take responsibility for customer issues and work well under pressure. This is a fantastic opportunity to work within an interesting and varied company who offer a busy yet friendly place of work.
+ Managing all Incident and Service Request tickets, which will be logged via the customer portal, phone call, email (desk to desk and End User)
+ Provide world-class customer experience with every interaction
+ Completing tickets within SLA
+ Create knowledge articles on learnings
+ Experience with ITIL methodologies and best practices
+ Trouble-shooting incidents and ensuring a high first-time touch fix rate
+ Windows 10 provisioning and support
+ Security administration, including MFA
+ 1st line support for print services, triaging and engagement of 3rd parties
+ Device management via Intune
+ Experience with remote desktop support
+ CMDB administration, responsibility shared with onsite engineer
+ Creation and administration of user accounts, for starters, leavers and movers
+ License management
+ Proficient in Microsoft Office 365 applications, including SharePoint and Teams
+ Knowledge of SCCM
+ Understanding of Azure AD connect
+ Experience working with Active Directory
+ Fundamental Networking knowledge, including VPN’s
Skills and Experience:
+ Previous experience undertaking a similar role within a service desk environment
+ Excellent interpersonal skills, the ability to build and maintain relationships and work cross functionally and interact confidently across all channels
+ Ability to carry out tasks to a high standard with a strong eye for attention to detail and thorough approach to their work
+ Experience in a client facing role
+ A natural flair for delivering high levels of customer service
+ Proactive and flexible with a “can do” attitude
+ Team player who understands the importance of teamwork
+ 2 years of professional IT experience is desirable
+ Educated to a degree level (or equivalent) in an IT or Science based subject, or a Microsoft Certificate is desirable
Benefits & Perks:
Includes: 25 days annual leave, life assurance, healthcare cash plan, employee assistance programme, on-line discounts & savings platform, free parking, spot bonus scheme, recruitment bounty scheme, dress down Friday, free fruit, Fundraising, Sports & Social club.
+ Must have the right to live and work in the UK
+ Must meet Security Clearance vetting requirements as this is a requirement of the role
+ Must have full UK driving licence and access to own transport to get between sites
+ Any offer would be conditional upon the successful candidate passing a full DBS national security vetting process
+ Compliance to ISO27001, ISO20000, ISO9001 & ISO22301 is essential to our business. Quality, IT Service Management, Information security and Business continuity awareness, education and training are given regularly.
Your Background / Previous Roles May Include:
1st Line Support, Microsoft Support, Azure Support, O365 Support, Windows Support, Desktop Support, Junior IT Support, IT Graduate
Interested? Apply here for a fast-track path to the Hiring Manager
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.