Service Desk Analyst
My client is an Award-Winning Microsoft Partner who are seeking and experienced 2nd line Service Desk Analyst to add to their team. Reporting to the Service Desk Manager the primary purpose of this role is to provide award winning technical support to customers through high quality customer service. Acting as a first point of contact, the Service Desk Analyst acts as a technician handling all incidents, service requests and live chat, ensuring all customers are given an exceptional level of service. The individual must have a keen desire to progress through job training, complete assigned work and objectives, as well as a willingness to attain vendor partner qualifications.
This role would be ideally suited to an individual with existing 1st/2nd Line IT technical support experience, but most importantly the drive to achieve excellence in customer experience whilst dealing with multiple issues at the same time. Significant previous experience in a telephony customer facing role would be highly advantageous. You must also have the determination to develop your career in Cloud Technologies and we are keen to support this person in attaining industry standard qualifications from vendors such as Microsoft and Citrix.
" First point of contact for all customer inbound support calls, emails and web chats
" First time technical fixing of incidents for customers where appropriate
" Ticket queue management, ensuring incidents are allocated to the correct resolver group
" Customer focused approach to troubleshooting
" Intelligent inbound call management
" A commitment to achieving SLA targets for customers
" Ownership of daily system checks and pro-active alerting systems including remediation or escalation
" Ensuring customer satisfaction is delivered at all times
" Monitoring of hardware remotely, and technical troubleshooting on-site / in person
" Completion of OKRs
" Strong focus on customer service, and going above and beyond for customers.
" Previous experience of working on an IT Service Desk, including the completion of daily recurring tasks, and ensuring SLAs are achieved.
" Ability to fact find and troubleshoot difficult technical server and workstation issues.
" Microsoft Office365 technical knowledge and experience.
" Microsoft Windows Server technical knowledge and experience.
" Desktop troubleshooting and support
" Motivated to self-learn, in work time and in personal time.
" Understanding of the ITIL framework and its methodology.
" Managing your own workload in a fast-paced customer service environment.
" Experience working as part of a team, working together for a common goal.
" Experience in working with a wide range of Microsoft technologies and products, including desktop and server
" Working with Microsoft Azure technologies
" Attained Microsoft Certifications
" Exposure to Citrix / RDS environments
" Experienced at using Remote Monitoring tools
" Experience or exposure to Mimecast products
" ITIL Qualified