As part of the Service Desk Team, you will be providing IT support directly to our managed service clients across the UK. This role requires a key focus on customer care and getting the job done well. It is expected that alongside the day-to-day Service Desk Analyst duties, client site visits and project work will form a key part of this role. This individual will have the ability to work flexibly from both the office and be able to travel ADHOC to customer sites across the UK with extended travelling hours.

As a 2^nd Line Service Desk Analyst, we are looking for someone who can represent the company to a high level both in terms of direct remote support and onsite customer-facing support. You must be a team player supporting the technical functions of the business. Sharing knowledge and producing documentation should be second nature. Flexibility around client site visits and the desire to succeed is a must.

This role is varied, and no two days are the same. This role will lead to a variety of interesting project implementations along with being an escalation point and key point of contact to high-profile clients. We are looking for someone who is excited by technology; someone who naturally keeps up to date with the latest technologies, techniques, initiatives and changes in the industry.

Responsibilities

Industry Knowledge & Expertise:

Minimum of 3 years' experience in a similar role is a must

Previous experience of working with an MSP is highly desirable

Experience of working at multiple client sites a must

Idealy Microsoft Certified Professional or certified within Microsoft Office 365 management and administration to an advanced level

You will have demonstrable experience of working with the following technologies:

Administration experience in a small to medium size corporate IT environment, including operational and break/fix activities

Good understanding and experience of Microsoft Office 365, including Azure Active Directory, Exchange Online, SharePoint Online, Endpoint Manager and related 365 admin centres. Ability to create and configure a 365 tenant from scratch including all related configuration policies and best practice security practices.

Good experience with SharePoint site creation, management and permissions

Knowledge of router, firewall and managed switch configurations, including an understanding of TCP-IP subnetting and routing

Understanding of DKIM, DMARC & SPF

Essential Skills / Experience:

Excellent organisation and prioritisation skills that can adapt to changing priorities

Astute problems solving skills - with the ability to analyse data to reach conclusions

Approachable & confident manner and excellent written and verbal communication skills

Well organised and methodical approach to work - most importantly seeing tasks and projects through to completion

Ability to remain calm under pressure during challenging times

Full UK driving licence and access to your own transport.

Ability to take a problem outside of their knowledge and aim to resolve or draw on resources to ensure resolution

Flexibility to at times work outside of non-standard working hours to "see the job through"

Benefits:

As a company that encourages and builds on a great work/life balance. We have a strong set of core values and work ethic to help a positive work environment.

Relaxed, environment, where we value pushing our analysts forward.

Career development and training plan

20 days holiday plus bank holidays, increasing by 1 day every year of service to a maximum of 25

Your birthday as a holiday each year on top of your holiday allowance

Contributory pension scheme

Workwear included

Team challenges and prizes

Regular company social activities

£25,000 - £30,000