Job Title:
IT Service Desk Analyst / 1st Line Support / Technical Support Engineer (Office 365)
Location:
Worthing, Sussex
Day rate:
£170 per day, payable to Ltd Company / Outside IR35
Pay frequency:
Weekly
Start date:
ASAP
Duration
: 3 Months
Standard hours:
8 hours per day - overtime available at 1.5x (£255 per day) and 2x standard rate (£340 per day)
Company:
We are assisting a dynamic company who are searching for several IT Service Desk Analysts / 1st Line Support / Technical Support Engineers who are comfortable supporting a large userbase with their project-related technical issues within an ITIL environment. This Office 365 Service Desk Analyst role will best suit professionals who possess Microsoft Office 365 experience and ideally have mail migration experience too, to support project related activities.
Main Duties:
- Liaise with customers via phone, remote sessions, video conferencing and email to assist with 1st and 2nd line Office 365 and mail migration issues, working in accordance to SLA's, quality standards and ITIL best practices
- Provide IT Service Desk Analyst / 1st Line Support and triage tickets to senior support & 3rd line support teams
- Software support for laptops and desktops
- Liaise with 3rd party suppliers as required
- Complete online and email ticket requests with a high level of diligence
- Respond to user requests and assist and teach users where appropriate
- Perform troubleshooting and fault diagnostics
- Provide excellent customer service at all times and offering empathy and patience to the users
- Take accountability and ownership for all assigned tickets
- Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes
Key Skills & Competencies:
- Previous experience operating as an IT Service Desk Analyst / 1st Line Support / Technical Support role
- Experience of supporting Microsoft Office 365
- Experience of using Active Directory
- Experience of using an ITSM tool
- Competent at identifying and fixing desktop hardware & software issues
- Basic networking and general fault diagnosis
- Customer service experience and strong communication skills
- Ability to explain step by step instructions on a call and hand hold users with great customer service and empathy to the situation
- A team player who is self-motivated, enthusiastic, and keen to learn
- Experience of working in an ITIL environment, nice to have
- Previous experience of supporting mail migration projects in a 1st and/or 2nd line capacity, nice to have