2nd Line Support Service Desk Analyst

Company Benefits
?? 23 Days annual leave (rising to 25) + UK Bank Holidays
?? Your birthday off every year
?? Learning & Development scheme with opportunity to complete IT qualifications
?? Discounted rates on technology products
?? Free Parking
?? Great team culture and environment
?? Summer & Christmas Events.
As Service Desk Analyst, your primary role will be to provide remote and reactive technical support across our South West client base.
Working closely with other team members to respond to & resolve client IT issues via telephone & email. In addition, this role will also involve progressing and/or resolving pro-active issues from our automation tools. This role will be primarily based in our Head Office in Exeter. There may be occasional requirement to travel to client sites to provide emergency support and also for training purposes. (currently based working at home due to COVID-19)
Providing an unrivalled superior customer experience is in our mission statement, therefore the ideal candidate will have the ability to build excellent client relationships and communicate effectively with all client staff, regardless of role or technical knowledge.
Working hours are rotated from 07:30 to 16:30 to 08:30 to 17:30Mon - Friday.
As a tight-knit team, we firmly believe in multi-skilling and you will have opportunity to work closely with others.
Forged by our team, the Timewade values represent who we are, how we work and the high standards we consistently strive for and achieve: Build partnerships, Be Professional, Be a Leader, Drive Results, Be Brilliant and get things done Today not Tomorrow.
Key Responsibilities

• Respond to & resolve client IT issues via telephone & email
• Resolve support calls in first instance or liaise with 3rd party IT suppliers and internal colleagues.
• Provide regular communications of ticket progress with end users
• Liaise with and monitor 3rd party suppliers to ensure they are progressing our client's issues efficiently
• Administration of user accounts & shares.
• Monitor and maintain backup & security software
• Actively identify frequently logged support calls and make recommendations for IT service improvements or user training requirements.
• Write workflows & technical guides to ensure knowledge is shared for repeating tickets, enabling other members of the team to resolve the same issues as quickly as possible - reducing reactive time per ticket
• Ensure technical documentation of clients are up to date with any new information gathered during reactive support
• Ensure the service desk ticketing system is always up to date and accurate with notes of all communications - yours and others.
• Promote the benefits of our standards and best practices to all customers
• Communicate technical information to non-technical users in plain English
• Gain an understanding of our clients use of their line of business applications
• Initial ownership of priority one incidents

You will have:

• Have a minimum of two years' experience as a strong 2 nd line service desk technician diagnosing and resolving technical issues for end users.
• Have a good understanding of Microsoft Windows desktop and server operating systems
• Have problem-solving abilities across WAN and LAN connectivity, routers, switches and firewalls
• Have excellent communication and listening skills including client relationship skills & knowledge sharing skills
• Be able to recognise repeating incidents and offer suggestions to resolve long term.
• Have Microsoft Office 2010,2013,2016 support experience.
• Have experience Computer/Laptop builds and fixes.
• Have Excellent telephone manor & customer service skills. Confidence working on the phones.
• Have experience of working with third party software and hardware suppliers.
• Have demonstrable methodical problem solving and excellent analytical skills.
• Have a hands on approach, taking ownership of issues
• Have the ability to work under pressure during priority 1 incidents, communicating with all stakeholders in a timely and professional manner.
• Have aptitude to interpret end user support requirements
• Work within set guidelines
• Be committed to personal development and willing to undertake training as required by the business
• Track record of excellent onsite and remote support.
• The ability & confidence to go and find the solution to an issue that you may not have resolved before

The ideal candidate will also have the following desirable skills:

• E xperience with networks, Active Directory, Office 365, Backup solutions, Security software, virtualisation (Preferably VMware) and security.
• Experience working for a Managed Service Provider
• Confidence using command prompt & powershell
• Experience with the following backup technologies Datto, StorageCraft & Windows Backup.
• Experience using Connectwise Manage & Automate
• Experience with Sophos Security Products.
• Have VMware vCenter virtualisation experience including use of SANs
• Sage 50 & Sage payroll installation experience
• Knowledge of Hosted VoIP phone systems
• Experience with Apple technology.
• Industry recognised qualifications i.e...... click apply for full job details