Service Desk Analyst

2 weeks ago

Bristol, United Kingdom BeTechnology Group Limited Full time

**Service Desk Analyst**

**Salary**: £25,000-£27,000

Location: Bristol
Working hours: 40 Hours (per week)
Permanent - Full Time, Permanent, **Fully-remote**

**The Role**
Joining as an IT Support team member you will be involved in driving the customer experience. Whether you are finding solutions to technical problems; managing an incident; completing a project; capturing client requirements or keeping up to date with industrytrends, you will play a vital role in ensuring the delivery of great customer service.

**Within your role as a Service Desk Analyst you will**:

- Ensure the highest level of troubleshooting is applied to every customer contact made through the use of agreed scripts and processes
- Managing 1st and 2nd line incidents, requests and problems remotely
- Provide a first-class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients.
- Prove a top level of customer service and patience with customers.

**Provide support via the use of companys' systems**:

- Automate RMM and script deployments - RMM tool.
- Remote interactive or backstage support - Connectwise Control.
- Password resets - via PassPortal.
- Remote monitoring tools.
- Use and update the documentation system - PassPortal.
- Use PassPortal for access to all passwords.
- Escalate tickets as required to the Service Desk Senior Team
- Provide onsite support as jobs are allocated via the Service Desk Manager or Service Desk Seniors

**Skill requirements**:

- Microsoft 365 user support/investigate license issues etc
- Screening requirements
- SharePoint/OneDrive user support
- MFA user support/user setup
- Active Directory - Password resets/ Configure & Manage Group Policy
- Investigate user devices issues
- Virtual Servers
- VPN setup/user investigation
- Simple file restores
- Investigation of ticketing and logging to third party/managing through to resolution
- Devices installs
- Install AV/investigate issues

**Requirements**:

- Previous working experience with an MSP

**Benefits**:

- Get ready to take some well-deserved time off with 28 days of holiday leave
- You won't have to worry about your retirement with our 5% pension scheme - it's like a savings account that's always growing
- Treat yourself to something special with our purchase scheme. This company offers a voucher and payback scheme for the items you'd like to purchase

If you think you'd be a great fit, please give me a call on

Keywords: Service Desk Analyst, Service Desk Engineer, MSP, 1st Line Support, 2nd Line Support,

BeTechnology Group Limited is acting as an Employment Agency in relation to this vacancy.

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