1St Line Support Engineer

Service Desk Analyst / 1st Line Support Engineer - Canary Wharf, London / WFH / Hybrid

£25,000 plus benefits, excellent training & career path / 3 days in the office, hybrid working

An exciting and growing manged service provider based in London, seek a Service Desk Analyst / 1st Line Support Engineers to grow with their continuously growing business and develop a long term career path with them.

Core function of the 1st Line Support Engineer / Service Desk Analyst position:

• Provide 1st Line desktop support.
• Provide basic desktop and server admin support.
• Liaise with vendors and other IT personnel for problem resolution.
• Providing telephone support to customers by answering calls and raising tickets.
• Occasional commutes to London Office and Client sites.
• Ticket escalations to senior engineering team.

Key Responsibilities for the 1st Line Support Engineer / Service Desk Analyst position:

• Answer the telephone as first point of contact and log any service ticket using the service desk staging process ensuring that any quick service tickets are worked on over the phone.
• Act as an overflow for the sale and administrator phone to ensure this is answered as quickly as possible but prioritising the support desk duties at all times.
• Triaged any service ticket logged by email using the service desk staging process to ensure the SLA, type, sub type and item level (If applicable) is set correctly.
• Attempt to resolve any service tickets on first touch that have either been logged via phone, email or assigned directly and escalate to 2nd line using our escalation process if unable to resolve within an acceptable amount of time.
• Help the NOC manager manage the queues and bring any issues to his/her attention.
• Identify any repeat issues during the staging process and use our problem ticket process to identify potential problem tickets.
• Ensure all your time sheets and ticket updates are as accurate as possible.
• Manage ticketing system queues and service tickets where ownership is given to ensure that the support desk processes are followed, and all service tickets are left in the right configuration to reflect the issue or last update.
• Ensure all engineering time sheets and service ticket updates are as accurate as possible.
• Attend client site if a hands and feet request is required by the company.
• Escalate service tickets to second line engineers in accordance with the companies escalation process to ensure our SLA’s are met
• Maintain key KPI’s to ensure the service desk SLA agreements to clients are met.

Technical skills required for the 1st Line Support Engineer / Service Desk Analyst position - please note this is a wish list and training can be provided on areas missing:

• Demonstrate an understanding of technical ability proficient with 1st and ideally some 2nd line.
• 12 months commercial IT Support experience in: MS Server and Desktops - MCITP.
• Support of email systems for client (Exchange, Outlook).
• Networking Admin skills.
• MS Office.
• Proven experience in installing, configuring and troubleshooting Windows 8 and Windows 10.
• Experience with supporting users on remote desktop services.
• Experience of providing remote user support on the telephone and on external client sites.
• Experience with administrative tasks associated with Active Directory services.
• Experience of troubleshooting Office Suite 2013 to 2019.
• Experience with Office 365 and Exchange online.
• Experience in dealing with VIP users.
• Experience with virtualization for example - VMware.
• Experience with monitoring systems.
• Good understanding of networking - OSI network layers, TCP/IP, DHCP.

Although not essential, it would be advantageous to have experience with the following for the 1st Line Support Engineer / Service Desk Analyst position:

• Connectwise.
• Solarwinds N-Able.
• Mimecast.
• Sophos.
• EDR.

Service Desk Analyst / 1st Line Support Engineer - Canary Wharf, London / WFH / Hybrid

£25,000 plus benefits, excellent training & career path / 3 days in the office, hybrid working