Service Desk Analyst

4 days ago


Sheffield UK, South Yorkshire, United Kingdom Auxilion Full time

Service Desk Analyst


Place of work: Sheffield, UK - Hybrid / Duration: Permanent / Hours of work: Monday – Friday – office hours.



About the Company and the Role:

Auxilion a leading provider of IT outsourcing and IT managed service solutions. As part of the Auxilion organization you will work directly on a client site responding to internal customer service requests needing technical support for hardware/software issues. You will be working closely with a wider team across Ireland to provide the best possible technical service and customer experience that the client requires.


The SOC Service Support Engineer will be responsible for level 1 tickets raised by our clients.

Provides high-quality customer support services and technical assistance with a high level of accurate diagnosis and resolution.

The role is an excellent opportunity to develop and advance your skills.


Position Responsibilities:

  • This role involves the following:
  • Be the point of contact for technical queries from our clients.
  • Meet or exceed the SLA’s provided by the customer.
  • Ensure a high level of service and customer satisfaction.
  • Level 1 diagnostics and resolution on desktop/laptop software and hardware in Win 10,11 environments.
  • Supports standard desktop applications and operations.
  • Invoke escalation procedure in a prompt and timely manner to other levels of support.
  • Log calls accurately update and close tickets in service desk application.
  • Document technical fixes and procedures.



Technical Competencies:

  • Level 1 technical services experience.
  • Core Infrastructure – AD, Exchange, O365
  • Windows 10 & 11 desktop support
  • Microsoft Office suite
  • Good understanding of Windows systems fundamentals and system management tasks
  • Excellent communication skills (Communication to customers verbal and written is mandatory)
  • Strong understanding of network concepts, TCP/IP stack and common Internet protocols
  • Excellent attention to detail
  • Experience working in a helpdesk environment



Business Competencies:

  • Strong troubleshooting and problem-solving skills.
  • Excellent communication and customer service skills.
  • Ability to work collaboratively in a team environment.


Our Company, Auxilion – About Us

Work matters. It’s where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and the development of people in our DNA. Our competitive advantage is how we support our clients on their journey.

Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.



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