Cloud Service Desk Specialist

2 weeks ago

Theale, United Kingdom Westcoast Cloud Full time

Department: Westcoast Cloud

Reports to: Head of Service Desk

Location: Theale

Hours of Work: Monday - Friday, [Shift work] i.e., 8:00 am - 5:00 pm, 9:00 am - 6:00 pm

Contract type: Permanent

**Job Role**:
Technical Support for M365, Azure, Dynamics; Cloud Products and Services Provisioning.

**About Us**:
Established in 1984, Westcoast Ltd is a privately held company that distributes leading IT brands such as HP, HPE, Microsoft, Lenovo, Apple and many others to a broad range of resellers, retailers and office product dealers in the UK and beyond.

Since then, we have grown to become the number one UK distributor for many of our vendors and customers and the group employs more than 1,300 people across a number of locations in the UK, Ireland and Europe.

Over the last five years, Westcoast Cloud has seen massive growth. We’ve grown to a team of more than 45 and are a leading Microsoft Gold Solution Provider. Westcoast Cloud has recently won the Cloud Distributor of the Year at the CRN UK Channel Awards.

Where necessary Service Requests will be escalated to Microsoft Support teams. The team is responsible for every step from diagnosis to resolution whilst ensuring that SLAs are met and affected users are informed of updates.

Westcoast offer a wide range of paid for services and third party products. Full training on these products and services is provided.
- Experience of supporting users on M365, Azure, Dynamics and non-Microsoft products
- Possess a willingness to learn and co-operate as part of a team
- Excellent telephone manner is required along with friendly customer service skills
- Good communication, literacy and organisational skills
- Attention to detail
- Passionate about customer satisfaction
- Able to prioritise and keep calm within high pressure situations
- A logical approach to problem solving coupled with common sense
- Punctuality, staff must be ready to work by their start time
- Be prepared to work outside of working hours on an on-call basis
- Able to follow existing processes and assist in designing new ones
- Show initiative in finding improvements

**The day to day responsibilities will be**:

- To assist with day to day escalations and investigate complex problems
- Remotely connect to client machines for diagnostic and information gathering
- Escalate support calls to appropriate teams
- Ensuring personal KPIs are met for productivity and effectiveness
- Provisioning of products and services
- Ensuring regular feedback is provided to customers in line with procedures
- Deliver scheduled training to customers
- Provide assistance with project work
- Use of ticketing system for support incidents
- Documenting and managing of knowledgebase articles

**Skills**:

- Good working experience of supporting windows users (Office 365, Office suite, Azure, Exchange, SharePoint, OneDrive, Teams etc)
- Working experience of working in a similar helpdesk environment
- Knowledge of Azure Active Directory
- Knowledge of Microsoft CRM
- Awareness of Microsoft Azure

**Desirable**:

- Microsoft Certifications (MS-100, MS-101, AZ-900) or working towards these

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