First Line Support
1 week ago
We are recruiting for a First Line Support / Helpdesk analyst for a busy and rapidly growing business based in Milton Keynes.
Do you have IT service desk experience? Are you a proven problem solver with a broad knowledge of IT? If so, we want to talk to you
Key Responsibilities:
- Logging and updating all key information regarding the support call on the Company's Incident Management System
- Resolving the support call in a quick and efficient manner, paying particular attention to Company SLA's
- Creation of support documentation
- Escalate calls where necessary to Second Line
- Keep up to date with appropriate technologies as used by the Company and its Clients
- Be familiar with all key Company systems
Technical Skills:
- Excellent and proven problem solving and remote IT troubleshooting experience
- Experience with Windows 7/8/10 and all versions of MS Office
- Eset, Sophos or Symantec (Norton) anti-virus
- A good understanding of concepts such as WAN, LAN, Servers, Intranet, TCP/IP, Virtual Desktop Infrastructure
- Windows Server 2012/2016/2019
- Exchange 2007/2010 (Basic skills)
- Active Directory skills
- Office 365 experience
- Monitors, Printer, and general desktop hardware
Person Specification:
- Confident when dealing with client requests
- Clear and effective communication skills
- Projects a positive, friendly, and professional image in person and on the phone
- Demonstrates a passion for customer service
- Show a genuine desire to continually improve your technical knowledge and ability through self-study and in conjunction with the Company's offer of training
- Reliable and flexible
- Minimum of 12 months solid experience of working on an IT service desk in a similar role
- Ideally, you will have an understanding of ITIL service delivery and a Microsoft Certification.
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