Customer Service Specialist
1 month ago
As a Service Desk Consultant (Azure) you will be a strong problem solver with great communication skills who has experience resolving complex infrastructure issues and dealing with escalations. You will feel comfortable remotely diagnosing, troubleshooting and resolving tickets in relation to issues with customer infrastructure such as Networking issues, Firewall configuration and storage solutions along with proven experience in dealing with windows server infrastructure. To be successful in this role you will take pride in providing an exceptional customer experience whilst having the ability to think logically and solve problems as part of a team or as an individual. As well as infrastructure work there will be times when you will need to provide end user desktop, including but not limited to dealing with third parties for application support, VPN connectivity and general end user troubleshooting. This is a hybrid role where you will be expected to attend the office a few timesper week for regular team collaboration time.
TSG (Technology Services Group) are a Managed IT Services provider servicing businesses UK Wide. At TSG our people have a passion for delivering exceptional customer service, something which is proven in our consistent world class NPS score of +80. Our values are Team TSG, Service Excellence and Shared Growth, these sit at the core of our business helping us to achieve our mission.
The monthly wellbeing check-ins we complete with all staff and the support provided off the back of those where needed
Our social events. In addition to regular virtual quizzes and other ad hoc team building events, we launched the very first ‘TSG Festival’ in 2021, Team TSG’s feedback was so positive that we have decided to make it a yearly event
Two paid CSR days per annum that you can use towards giving something back
Our charity fundraising - TSG have raised over £20,000 in the last 2 years for our current chosen charity Mental Health UK. We have also recently launched our very own ‘TSG Foundation’
Our responsibility as a business to the environment as we are working towards becoming a net carbon zero business
Flexible working policy
Relaxed dress policy
Excellent progression opportunities, training and support, including recognised qualifications
Diagnose and resolve incidents using TSGs remote access tools and verbal instructions
Liaise with partners and third parties to aid in the resolution of incidents
Act as an escalation point for Service Desk Agents, Apprentices and more junior 2nd line engineers
Maintain a high-quality service to our customers
Assist with the mentoring and coaching Service Desk Agents, Apprentices and more junior 2nd line engineers
Full UK, clean driving licence
An excellent knowledge of a server and networked environment
Strong desktop support experience
Experience with Microsoft Exchange and Office 365
Proven experience of 2nd line Azure tenant support. Examples to include EntraID changes, conditional access changes, AVD desktop policy changes, publishing new apps in Autopilot etc.
Confident and capable of managing small Azure projects from project kick-off to closure. Such as MFA configuration, conditional access policies, Intune device enrolment etc.
Good customer service skills and the ability to handle customers’ needs effectively in a variety of circumstances
Ability to tailor style of coaching and training based on individual’s needs
Excellent telephone manner.
A minimum of 3 years’ server and 5 years desktop experience is desirable
Enterprise Anti-Virus software, e.g. Sophos, Microsoft Defender.
Microsoft Associate level certifications.
Company bonus scheme
25 days annual leave + public holidays
Life assurance 4 x Salary
Contributory pension scheme at 4% matched
Electric Vehicle Salary Sacrifice Scheme
Perkbox discounts
Company sick pay
Enhanced Maternity and Paternity pay
Home-based and hybrid opportunities
Long service benefits including increased annual leave accrued with service
Cycle to work scheme
Employee recognition scheme
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