Service Desk Analyst

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A bit about us

Do you want to be part of a very exciting and rewarding opportunity to design and develop technical solutions to support a number of key government agencies.

Do you want to be part of a team who provide leading edge secure solutions for customers in defence, blue light, science/medical and other industry research departments often within Universities.

If you are passionate about technology and innovation with a strong desire to understand how different technologies operate and want to test your abilities then we are keen to talk to you.

Step Forward and Realise your full potential by joining an agile and talented team who is responsible for developing, building and supporting technical 1st line solutions within a secure managed services context along with diagnosing and resolving incidents with existing infrastructure.

You will be a part of a great company, where you will be able to grow and develop your skills and experience.

What you'll be doing

You will be part of the team that represent the face of Prolinx to its managed service customers as such operating on the front line

This is a shift based role that ensures we can provide our customers with a 24x7x365 service.

A typical breakdown of your role would be: ? Acting as an initial point of cont act for external and internal customers providing support to users;

Ensuring that all communications to the Desk, phone calls, e mails etc. are answered promptly and in a professional and courteous manner.

Responding to requests for support by identifying, registering and categorising incidents

Identifying and communicating ideas for improvements in quality and/or efficiency

Resolve issues at first call using standard operating procedures and knowledge base

Troubleshooting and resolving basic technical issues

Following agreed procedures, promptly allocating incidents as appropriate and in accordance with agreed SLA's and KPI's

Ensuring customers are provided with regular updates, and progression is made in line with Service Level Targets.

Ensuring that all actions and diagnostics performed are recorded accurately in the Service Management Tool.

What we need from you

We need someone that is;

Strong at problem solving with excellent time Management & organisational skills

Able to work autonomously or as part of a team

A desire to grow and develop in the role and through the company

Pride in what you do

Ready to work under pressure and within strong security constraints

Prepared to work in technologies outside of your core skill set with the support and guidance from others

Prepared to travel, when necessary, to customer sites or other Prolinx locations

Able to obtain Security Clearance to SC level and potential to DV

What skills and experience do you need?

From an experience perspective we are looking for a minimum of 1 - 2 years' experience working in a customer support type environment.

Essential skills:

Excellent customer Service communication skills (both verbal & written)

Ability to obtain Government Security Clearance (SC) with no restrictions.

IT support skills

Microsoft Office suite

Windows 10 and Microsoft Server 2016-2019

Active Directory and User Account management

General knowledge of basic software installation and network hardware (Desirable)

General knowledge of desktop computing

Ability to troubleshoot technical support issue

Desired skills:

Working with LINUX operating systems

Network design and TCP/IP

Server backups and restores

Operating and configuring monitoring tools such as SolarWinds or Icinga

Laptop/Desktop builds from bare metal

What's in it for you?

You will be joining an exciting and growing company that operate with very exciting customers and partners.

Your benefits include, but are not limited to;

A competitive salary with discretionary bonuses

20% Shift allowance

Internal first promotion scheme

Company pension scheme

Private health benefits

Social events and gatherings