Service Desk Analyst

by | Dec 22, 2022 | Jobs

Company description

SPC IT is a growing IT support and consultancy provider headquartered in Ferndown, Dorset. We work with growing businesses UK wide across a variety of sectors.

Job description

Job Title: Service Desk Analyst

Salary: Competitive DOE

Please note: that this is an office based role. You must be able to commute to our offices in Ferndown, Dorset.

At SPC IT, we service a wide range of customers across multiple business sectors. Our offering includes expert IT support for leading IT Infrastructure and legacy environments. Furthermore, we provide solutions for Cyber Security, Backup capabilities and the Microsoft Cloud stack. By delivering an end-to-end service, we can continually add value to our customers.

We have a fantastic opportunity for an IT support engineer with MSP experience to join our expanding technical team. Applicants require 1+ years of experience in an IT Support Engineer / Analyst role and must enjoy working as part of a team, in a fast moving and dynamic environment.

The ideal candidate for this role will preferably hold an industry recognised qualification and be willing to participate in delivery of customer IT projects along side day to day IT Support requests.

As you will be working within a team environment your communications skills, both written and verbal, must be of a high standard.

This is an excellent opportunity to join a growing Managed Service Provider with access to on-going training and career progression.

Duties & Responsibilities:

  • Provide effective IT support to all clients both onsite and remotely.
  • Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
  • Supporting and maintaining Microsoft 365 (Including Azure AD and Intune)
  • Monitor and maintain computer systems and networks.
  • Liaise with clients and third parties to help with system set ups and resolve issues remotely / on site.
  • Install and configure client laptops, desktops and servers.
  • Ensure customer documentation and process guides are regularly updated as required.
  • Support the roll-out of new applications and operating systems.
  • Ensuring that appropriate customer communication and ongoing updates are provided for the lifespan of any issue or request.
  • Work continuously on a task until completion (or refer to third parties or senior team if appropriate).
  • Ensure that support tickets are raised and categorised correctly.
  • Rapidly establish a good working relationship with clients and colleagues.
  • Gain a good understanding within our PSA, RMM system and internal processes quickly.
  • Undertaking small to medium sized IT projects as instructed by the Service Desk Team Leader.
  • Understands impact of own behaviour and language on others and modifies as appropriate.
  • Always uphold SPC IT company values.

Key qualities:

This role would suit someone who meets the following criteria:

  • Commercial: Has excellent business acumen and understands what is needed to create and maintain a key department in the business.
  • Communication: Excellent communication skills and a strong communicator at all levels including at senior business level.
  • Role Model: Role model in performance standards and demonstrates and champions behaviours in line with the service delivery strategy.
  • Attention to Detail: Has excellent attention to detail.
  • Calm: Remains calm and clear headed under pressure.
  • Organisation: Excellent organisational and prioritisation skills.
  • Proactive: Approach to work and to continuous improvement.

Mandatory Skills & Attributes:

We will provide employees with the company equipment they require to be successful in their role.

  • 1+ years working on or leading a technical service desk for an MSP.
  • The ability to communicate confidently and clearly to customers both face to face and over the telephone.
  • Sound understanding and support experience of Microsoft Office 365, Windows Server 2012-2019, Active Directory, Windows 10/11.
  • Experience with Microsoft Cloud systems / Migrations
  • Existing Microsoft certifications (or working towards)
  • Excellent telephone manner and customer service/Communication skills.
  • ‘Hands on’ approach and a willingness to learn.
  • Willingness to travel as required to client sites for the purpose of onsite support using Company pool Van.
  • Full Driving Licence.

Desirable Skills & Attributes:

  • Experience of Hyper-V, VMWare, SAN, NAS.
  • Strong working knowledge of Server and Workstation systems.
  • Experience of Firewall and Network Security Technologies
  • Strong understanding TCP/IP networking, including experience with routing, VLAN, VPN, Wireless.
  • Experience of VoIP telephony systems
  • Automation and Scripting using PowerShell.

Benefits:

  • Competitive salary.
  • 25 days + Bank Holiday.
  • Access to our Employee Engagement and Wellbeing Platform.
  • Access to paid qualification and learning materials.
  • Allocation for self-taught development.
  • Free on-site parking.
  • TOIL as pay or leave.
  • Free great coffee with snacks and soft drinks available.

If you think you would be suited to our environment and culture, we would like to hear from you.

To apply, please click on the button below, attach your CV and a quick covering letter highlighting where your skills and experience are a close match to our requirements.

 

 

 

 

I'm interested!