Managed Services Support Analyst providing IT support to customers globally. Troubleshooting technical issues and ensuring high customer satisfaction through effective communication.
About the role
- Systems Support Engineer providing first-line IT support in a hybrid setting while collaborating with users and maintaining service quality.
Responsibilities
- Provide first-line technical assistance via phone, email, and remote tools, delivering outstanding customer service.
- Log, triage, and resolve incidents and service requests in our ITSM platform, aiming for first-contact resolution wherever possible.
- Work within agreed service levels, proactively communicate risks, and escalate when necessary.
- Maintain clear, timely updates on ticket progress from start to finish.
- Handle account administration, reporting, and hardware/software configuration.
- Create and maintain knowledge articles, support documentation, and participate in service enhancement projects.
- Apply ITIL 4 principles pragmatically to improve processes and user experience.
Requirements
- Minimum 12 months in a Service Desk or IT support role.
- Excellent communication skills and a professional approach.
- Proven ability to deploy, configure, and support IT infrastructure, end-user devices, and enterprise services across on-premises and cloud environments.
- User Account Management experience with Active Directory (AD) and Microsoft 365 (M365).
- Hands-on experience in deploying, configuring, and troubleshooting end-user hardware, including desktops, laptops, peripherals, and related infrastructure components.
- Strong understanding of IT service management principles, core infrastructure and cloud concepts, and familiarity with common technical terminology.
- Experience using remote support tools and applications.
- Confident in assessing impact, prioritising, and escalating issues effectively.
- Collaborative yet able to work independently.
- Familiarity with ITIL framework and ITSM tool platforms to help manage and deliver IT services.
- Comfortable in a fast-paced environment and eager to learn new technologies.
- A genuine interest in developing your skills and knowledge in a business with exciting growth plans, working alongside experts in Platform, Software, Data, AI, and other cutting-edge technologies.
- ITIL v4 Foundation or equivalent certification is a plus but not essential.
- Scripting or Automation Skills - Powershell, Python or similar for automating routine tasks.
Benefits
- Private Medical
- Inclusive Culture: Enjoy an inclusive culture and environment.
- Holiday: Generous holiday allowance.
- Learning: Access to continuous learning and development opportunities.
- Bonus Potential: Bonus potential based on performance and business-related factors.
- Discounts: Discounts on a wide range of products and services.
- Pension: Pension scheme contributions.
- EV Car Scheme
- Hybrid Working Policy
- More Benefits: Explore additional benefits on our career site.
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