1st Line Support Desk Analyst - Top 3 Hosting / Cloud Brand
1st Line Support Desk Analyst - Top 3 Hosting / Cloud Brand
Maidenhead
£18,000 - £25,000 DOE + Company Benefits Package
++ We are delighted to offer this opportunity to join one of the UK’s leading managed hosting & cloud companies ++
Who we are:
Headquartered in Glasgow, we employ over 350 talented staff in offices and datacentres across the UK. Originally founded in 1998, the business is listed on the London Stock Exchange and specialises in delivering cloud consultancy, facilitation and digital transformation to ISVs, SMEs, enterprises and the UK public sector.
Our employees help enable any size of business and organisations to operate their online data and IT environments safely and securely. Our technical staff are experts in public, private and hybrid cloud solutions - including AWS and Microsoft Azure – as well as data centre and network engineering. We own and operate a network of UK data centres connected by a high capacity private fibre network and backed by 24/7 technical support.
The 1st Line Support Desk Analyst Opportunity:
You will be one of our Service Desk technical team delivering, managing and developing hosting services during office hours. You will provide support primarily in a 1st line support and commercial capacity.
Primary Role and Responsibilities
+ Work as part of the support service team to ensure we meet our SLA targets
+ Liaise with internal/external customers to understand technical requirements and resolve issues as quickly as possible and with minimum customer impact
+ Provide on-call support for hosting systems as required
+ Resolving customer routine issues via ticket/telephone and escalating support requests whenever necessary
+ Managing incoming calls, from sales queries to support issues
Key Features of the Role:
+ Provide 1st line desk support for hosting brands
+ Day to day customer communication via telephone, ticketing system, direct email and face to face
+ Supporting clients across various iomart brands all around the UK
+ Seeking commercial opportunities through supporting clients
+ Monitoring networks and servers
+ Use of company Support Systems: Deskpro, MyServers
+ Ensuring clients are kept informed appropriately
+ Liaising with other facets of support to ensure issues are dealt with promptly
+ Flagging commercial opportunities to the sales team
What do we offer in return?
+ Free lunch once a month
+ ½ Day off on your Birthday
+ Breakfast on us every day, including a hot roll on Fridays
+ Free on-site car parking
+ Long service benefits
+ Snacks, drinks and fruit all day, everyday
+ Share save and childcare voucher schemes
+ Supported training and access to an online training portal 24/7
Training & Development
As you can gather, we have a relaxed and friendly working environment but don’t be fooled; you will be working with some of the country’s best talent and greatest technical experts.
We want our people to thrive, prosper and to leave work every day feeling valued and that they have made a difference.
Talented, motivated and creative people lie at the heart of our success so we invest heavily in our people and their professional and personal development through technical certification, our online training portal and our Management and Leadership Development Programme.
You may have worked in the following capacities:
Interested? Just Apply Below...
...But first, by applying you consent to your application being processed and passed to the recruiting client for review for this vacancy only in accordance with our Data Privacy Notice which can be found on our company profile and/or website. If you have any pre-application questions please contact us first quoting the job title & reference number. Good Luck. Team RR.