IT Technical Support Analyst

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As part of their continued growth, this comoany is looking to expand their Service Desk in Longbridge; they are looking for IT Technical Support Analysts with excellent customer service skills, the right technical aptitude and a desire to continue to deliver the outstanding service and support that their customers have come to expect.

They work within the Microsoft 365 and Azure stacks and also operate a few other cloud solutions for clients. They are forward thinking and embrace new technology and constantly prove their value with their clients.

The Role

As part of a small but growing Service Desk team you will support their customers and their end-users by providing general advice and guidance as well as working on Incidents and Service Request to defined SLAs.

Depending on your skills and experience you will undertake a range of 1st and 2nd line activities (and a range of other ITIL aligned duties) as part of the team, including…

- Answering telephone calls, monitoring emails and logging tickets to agreed SLAs

- Providing end-user support and assistance for typical desktop, office and other end-user computing tasks

- Completing incidents, service requests and other defined activities including performing proactive checks, basic event triage and resolving subsequent issues within agreed parameters, handing-off to other Resolve Groups and third parties when needed

- Providing lifecycle support and keeping users informed of progress at all times

The role requires excellent customer service skills and an ability to communicate with customers at all levels, along with patience, understanding and the ability to proactively take responsibility for end-user's problems.