IT Support Engineer

2 weeks ago

Farnborough, United Kingdom REED Full time

IT Support Analyst | Helpdesk | 0365 | AD | Active Directory | 1st Line | First line | 2nd Line | second Line | Contract | inside ir35 | Farnborough

1st / 2nd Line IT Support Analyst with outstanding customer service required to join a growing MSP based onsite in Farnborough for an initial 1 month contract inside IR35.

As the first point of call within IT, you will be responsible for providing support to 1 main client in a hybrid (on-prem / cloud) environment, utilising your skill set giving a 1st time fix as much as possible.

**What you will do**:

- Answering calls from end users in a professional and polite manner
- Working to resolve where possible calls as FTF (First Time Fix)
- Working within SLAs to manage customer issues and ensure calls are handled correctly, escalating to internal teams or 3rd parties where necessary
- Following up with customers at the completion of a ticket from any team to ensure their satisfaction before closing the ticket
- Ensuring that any ticket raised - for FTF or onward escalation has complete detail of the issue and all tasks undertaken in the resolution of the ticket to date
- Ensuring all tickets raised are completed to a high standard of information, where necessary capturing any changes to the end user information - eg contact number, working location, equipment asset tag etc

**What we need from you**:

- Active Directory, O365, Blackberry, Sharepoint
- A good understanding of Help Desk tools
- Excellent understanding and practical experience of Windows based environments
- Knowledge of incident, problem, request, change and release management.
- Ability to use logic and reason to troubleshoot and fault find.
- Excellent communication skills
- Excellent customer service

IT Support Analyst | Helpdesk | 0365 | AD | Active Directory | 1st Line | First line | 2nd Line | second Line | Contract | inside ir35 | Farnborough

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