Cloud Service Desk Specialist

2 months ago

Reading, United Kingdom Westcoast Cloud Full time

**Job Role**: Technical Support for M365, Azure, Business Applications; Cloud Products**:
Tier 2 team members will be expected to carry out technical troubleshooting and diagnostics, aiming to resolve tickets in-house. Where necessary, tickets requiring additional support will need managed escalations to third-parties. 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, Business Applications, 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.
- Strong attention to detail and information gathering.
- 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.
- Able to follow existing processes and assist in designing new ones.
- Show initiative in finding improvements.

The day-to-day responsibilities will be:

- Connect to client machines for diagnostic and information gathering.
- Manage relationships and troubleshooting of premium partners.
- Escalate support calls to appropriate third parties where applicable.
- Ensuring personal KPIs are met for productivity and effectiveness.
- Ensuring regular feedback is provided to customers in line with procedures.
- Support in delivering scheduled training to customers.
- Aid with project work.
- Use of ticketing system for support incidents.
- Documenting and managing of knowledgebase articles.

**Skills**:

- Good working experience of supporting Cloud Applications (Office 365, Office suite, Azure, Exchange, SharePoint, OneDrive, Teams etc)
- Working experience of working in a similar helpdesk environment
- Knowledge of Azure Active Directory & Active Directory
- Knowledge of Microsoft Business Applications
- Knowledge of Microsoft Azure

**Desirable**:

- Microsoft Fundamentals Certifications e.g. (AZ-900, MS-900, SC-900).
- Microsoft Role Based Certifications e.g. (MS-102, AZ-104, AZ-500) or working towards these.

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