1st Line Support

2 weeks ago

Birmingham, United Kingdom In Technology Group Full time

Role: Service Desk Analyst
Join our dynamic Service/Helpdesk team and play a pivotal role in delivering outstanding customer service. As a Service Desk Analyst/Engineer, you'll serve as the primary point of contact for employees, customers, and partners, addressing a diverse range of technical issues from individual user concerns to widespread system outages.
Providing 1st Line Support by promptly logging incidents into the service desk system.
Managing 2nd Line Support tickets, leveraging your expertise to resolve issues escalated from the front-line support team.
Ensuring smooth escalation processes, maintaining top-notch feedback and service quality.
Collaborating closely with 1st Line Analysts, Service Desk Team Leader, and Development team to uphold service excellence.
Deploying and maintaining software and hardware, including patches and hotfixes.
Updating documentation areas such as Asset Register and Wiki knowledge base.
Managing active directory/exchange user accounts and file security permissions.
Assisting with backup management and data retrieval, both onsite and in the cloud.
Overseeing phone and networking systems.
Providing administrative support for back office and bespoke systems.
Maintaining a high standard of customer service and adherence to Service Level Agreements.
Contributing to occasional implementation projects for new software and hardware technologies.
Offering out-of-hours cover and performing remote maintenance on a rotational basis.
As an Intermediate level Service Desk Analyst/Engineer, you'll be based in our Birmingham office and report to the Service Desk Team Leader. While there's no direct line management responsibility, you'll regularly collaborate with Technical Solutions Managers, Developers, Data Managers, and Infrastructure teams.
To excel in this role, you should possess:
Strong familiarity with ITIL practices and Service Level Agreements.
Proficiency in IT Service Management and front-line technical IT support.
Competence with Windows environments, Microsoft Office suites, and Active Directory administration.
Knowledge of TCP/IP Networking, DHCP, DNS, VPNs, and firewalls.
Experience with VMware virtualization and Microsoft Azure cloud infrastructure.
Familiarity with HP MSA SAN, server, and networking hardware.
Proficiency in setting up and supporting mobile devices and managing printers/scanners.
Desirable skills include understanding of Supply Chain & Freight, willingness to learn, and familiarity with MS SQL, PowerShell, and relevant applications.
Candidates with A-Level qualifications or higher in Computer Science, Information Technology, or related fields, along with relevant certifications like ITIL Foundation or MCSA, are preferred. If you're eager to learn, adaptable, and passionate about delivering top-notch IT support, we'd love to hear from you.

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