1St Line Service Desk Analyst - Hybrid

Position: 1st Line Service Desk Analyst (Hybrid)

Reporting to: Service Desk Team Leader

Our client is looking for a positive, forward-thinking team player, to join their Service Desk team, as a 1st Line Service Desk Analyst.Our client is in the top 10 MSPs in the world and specialise in providing fully managed IT services to a diverse clientele across the globe. This role will involve working closely with Service Desk technicians as well as providing excellent customer service whilst helping engineers to address complex issues across a wide array of technologies. The ideal candidate will have great customer service skills as well as previous 1st Line IT support experience. This MSP offer great career progression within their company.

This role requires an individual who can:

• Act as the first point of contact for our clients’ IT requests and issues via phone, ticketing system and email.
• Diagnose and resolve 1st Line assigned tickets within target resolution times.
• Accurately classify and log tickets, keeping detailed ticket notes throughout the lifecycle of a ticket
• Always provide excellent customer service and an excellent customer experience.
• Conduct personal queue and ticket triage to prioritise and manage your workload, escalating as and when required using internal processes.
• Liaise with partners and third-party vendors to resolve customer issues.
• When allocated, perform the dispatch role, allocating inbound emails requests and balancing the workloads of other technicians.

Knowledge, Skills & Experience Required:

• Superb customer service, telephone and client facing skills.
• Previous experience providing IT support.
• Strong skills in troubleshooting and resolving Windows OS & Microsoft Office issues.
• Some experience of administering and supporting Active Directory, Group Policy, DNS, Office 365, and SharePoint
• An understanding of and keen interest in networking technologies
• The ability to build, configure, administer, and support Windows devices (laptops, desktops etc)
• Excellent verbal and written communication and the ability to communicate with others to determine their needs and explain complex issues to differing skill levels.
• Being able to demonstrate a passion and commitment to learning new technologies either by ongoing certifications or personal interest projects.
• Excellent team player but with the capacity to be strongly self-motivated.
• Ability to deal with difficult or demanding situations in a calm and professional manner.

*** MSP experience required.