HRGO Recruitment are seeking a motivated Technical Analyst to join our clients in-house Service Desk Team. Reporting to the Head of Service, you will provide high-quality 2nd Line support and expertise to clients, ensuring timely and effective resolution of hardware and software issues. The role will be critical in delivering exceptional customer service and technical proficiency.
General duties:
Delivering customer-focused 2nd Line Service Desk support for hardware and software issues.
Prioritising incidents based on their business impact and urgency.
Assessing the complexity of incidents and following escalation processes as required.
Accurately logging all calls and incidents into the Service Desk system.
Ensuring all calls and tickets are responded to within established Service Level Agreements (SLAs).
Proactively identifying potential or future issues at client sites before they escalate.
Sharing technical knowledge and client-specific expertise with team members to enhance overall service delivery.
Requirements:
Windows Server Management experience
Windows Desktop OS and Management
Active Directory and Group Policy
TCP/IP, DNS
Server Virtualization: VMWare vSphere / Microsoft Hyper-V / Nutanix AHV
Familiarity with Microsoft 365 technologies, including:
