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IT Support Specialist

2 months ago

Worthing, West Sussex, United Kingdom Solutions Through Knowledge Full time
Solutions Through Knowledge is seeking a skilled IT Service Desk Analyst to support a large userbase with project-related technical issues within an ITIL environment. The ideal candidate will possess Microsoft Office 365 experience and have a strong background in mail migration. Key responsibilities include:

• Providing exceptional customer service via phone, remote sessions, video conferencing, and email to resolve Office 365 and mail migration issues
• Collaborating with senior support and 3rd line support teams to triage and resolve tickets
• Offering software support for laptops and desktops
• Liaising with 3rd party suppliers as required
• Completing online and email ticket requests with a high level of diligence
• Responding to user requests and assisting users where necessary
• Performing troubleshooting and fault diagnostics
• Providing excellent customer service at all times and offering empathy and patience to users

Key skills and competencies include:

• Previous experience as an IT Service Desk Analyst or 1st Line Support/Technical Support role
• Experience supporting Microsoft Office 365
• Familiarity with Active Directory and ITSM tools
• Competence in identifying and fixing desktop hardware and software issues
• Basic networking and general fault diagnosis skills
• Strong customer service experience and communication skills
• Ability to explain step-by-step instructions and handhold users with great customer service and empathy
• Self-motivation, enthusiasm, and a willingness to learn
• Experience working in an ITIL environment and supporting mail migration projects in a 1st and/or 2nd line capacity are highly desirable

This is an exciting opportunity for a skilled IT professional to join our team and contribute to the success of our client.