1st Line Support Analyst

6 days ago

Borehamwood, United Kingdom Bespoke Personnel Ltd Full time

1st LineTechnical Support x 2 £22000 - £27000 Hertfordshire

My client, a Managed service provider is looking for an experienced 1st line support with minimum 12 months experience. This is an immediate start

**Role**

To deliver outstanding customer service by understanding Client’s IT and business needs.To provide centralised support to customers in line with contractual arrangements. To mentor Apprentices with onboarding to the company.To assist in projects as required,bothremotely and on-site as required.

**TechnicalSkills**

The role is to support and work with the latest Microsoft technologies(Windows Server,Microsoft Azure & Office 365).Ideal applicants will have 1-2 years’ experience and demonstrate support knowledge to a1st line level of the following technologies:

- Office 365
- WindowsServer(2012/2016 /2019)
- Active Directory

**Responsibilities**

Technical
- Develop and maintain communication skills appropriate to the environment
- Understand and operate the escalations procedures, escalating tickets where assistance is needed,or SLAs maybe breached
- Schedule your given tasks as required to meet deadlines
- Take ownership of learning new environments and research the technologies being implemented to broaden your understanding
- Provide a point of contact for the end users that a project is being actioned f
- or
- Establish and maintain high levels of incident ownership through incident life cycle to a satisfactory conclusion
- First response for all telephone calls,answering within a reasonable time frame
- Monitoring support queues

Resourcing & ClientWork
- Work with Professional Services & Managed Services colleagues, mentor apprentices and be able to work alone to turn around all bench work in a timely fashion
- Participate in the development of processes and actively identify areas of improvement.
- Communicate with end users to ensure that expectations are exceeded,with projects being updated on a frequent basis as to the current status of the work
- Be available to go onsite,whether pre-arranged or emergency callout
- Assist with software installations as required
- Personal and Team Development
- Provide cover for other engineers in their absence,both within your team and across teams
- As new team members come on-board, mentor and ensure a high level of enthusiasm and enjoyment of your work along with for teamwork, for coaching and mentoring of colleagues and team members and for professional standards of behaviour Undertake and passany required examinations for your personal development

This is an urgent role and looking for somone that has held a 1st line suppoort for a minumum of 1-2 years ideally within a MSP organisation. Must have excellent organisational skills and be in commutable distance to Elstree

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