Service Desk Analyst

The Company

Based in Guildford and Basingstoke. A fast-growing Microsoft Office 365 Partner of the year is looking to add to its rapidly growing managed services team. We provide a great working environment and good business benefits including, 25+ days holiday, health care and pension.

With clients across retail, education, legal, media and healthcare you will have every opportunity to grow and succeed. Whether you're looking to for the next step or a new fresh opportunity, this business can offer a place for you to grow and define your career.

The Role

We have an exciting opportunity for an experienced, service desk analyst to join our team. You will be primarily working on our busy service desk, answering queries via phone, email & instant message from our wide range of managed support customers. As a service desk analyst, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to work individually and as part of a team.

The Person

You will have at least 1 year in a service desk role, with experience in working ticket queues, SLA, and be focused on customers experience. You can speak confidently to both technical and business users and translate customer requirements into solutions. You are keen to learn new skills and products with a genuine passion for technology.

Highly Desirable:

?? Proven work experience on a Service desk

?? Previous experience working for a managed service provider (MSP)

?? Hands on experience with service desk and remote-control software

?? Solid technical background with an ability to give instructions to a non-technical audience

?? Customer-service oriented with a problem-solving attitude

?? Excellent written and verbal communications skills

?? Experience with Office 365, Azure Active directory, Exchange Online, Teams & SharePoint

?? Experience with Active Directory, Microsoft Exchange, Windows server

?? Experience with Windows 7,8, 10 & IOS/Android

?? Experience with Office including Word, Excel, PowerPoint & Outlook

?? Basic networking skills (DHCP / DNS) - Routers, firewalls & Switches

?? Microsoft Licensing knowledge

Beneficial:

?? Experience with Auto Task & Datto RMM

?? Experience with Ocular management tool

?? ITIL foundation qualification

?? Microsoft certification or equivalent

Operating Hours

?? Shift pattern working 5 days per week operating 24x7
?? 8.5 Hour shifts on either early, middle, late or overnight