First Line Service Desk Analyst
The First Line Analyst is a hybrid role with the majority of shifts being performed in our clients Leatherhead office.
This role will run on shift patterns (all shifts outside 9-5.30 can be performed remotely) and is an intrinsic part of the Service Centre department, whose primary responsibility is to proactively manage and monitor our clients Managed Services Portfolio, ensuring Incidents and Requests are resolved as quickly as possible.
- You will be self-motivated with a drive for self-development and performing daily tasks to a high standard
- You will have a passion for IT and Customer Service
- A suitable level of technical experience and an enthusiasm to learn
- You enjoy working within a team sharing knowledge, helping one another to resolve issues and collaborating with cross functional teams
- You will be comfortable communicating professionally and concisely both verbally and in written form
- Play a key role in the 24x7x365 shift coverage to ensure all services are managed effectively - shifts include Early Shift, Day Shift, Evening Shift and Night Shift
Role Responsibilities
- Proactively managing Network Events and responding to customer Incidents and Requests.
- Troubleshooting 1st Line issues through to resolution, or, following the required escalation path
- Collaborating with 2nd/3rd/4th Line engineering through to resolution when appropriate
- Utilise soft skills to manage customer escalations effectively and efficiently
- Proactively communicating with customers to ensure updates are clear and consistent
- Working closely with 3rd parties to book in hardware replacements and repairs whilst updating tickets with each step of the customer journey giving them full visibility
Technical Skills
Experience of a combination of the following technologies is required - either from education or production experience.
- Cisco Technologies
- (Desired) Meraki
- Microsoft365
- Azure
- Windows 10
EXCELLENT BENEFITS!
If your application is successful, you will be contact shortly.
The job title and description in this advertisement may differ from the client's official job description/contract .We appreciate your interest in this role. E-Personnel Recruitment aims to acknowledge all applications, but due to the high volume of CVs we receive, this may not always be feasible.
You can apply with the utmost confidence to E-Personnel Recruitment directly, experts in both Permanent and Temporary Recruitment, and a proud member of the Recruitment & Employment Confederation (REC), the professional body for the recruitment industry. In the meantime, feel free to explore similar job opportunities on our website: e-personnelrecruitment.co.uk