Service Desk Technician

£25000 - £30000 per annum
14 Sep 2017
12 Oct 2017
Recruitment Genius Ltd
Contract Type
Full Time
A well-established managed service provider (MSP), providing outstanding service to a growing number of clients throughout Central London and beyond. Client retention is high and a significant percentage of new business comes from client referrals.

As well as supporting their clients' systems on a day-to-day basis, MSP designs, delivers and maintains infrastructure projects including installation and upgrades of systems as well as managing complex office moves.

Their mission is "To provide the best IT services in the UK"

They have clear strategic growth targets and are committed to hitting these and growing an energetic team with which to hit these targets.

Essential Duties & Responsibilities:

- IT Support relating to technical issues involving Microsoft's core business applications and operating systems
- Support of disaster recovery solutions
- Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
- Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- System documentation maintenance and review in ConnectWise
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Additional Duties & Responsibilities:

- Improve customer service, perception, and satisfaction
- Fast turnaround of customer requests
- Ability to work in a team and communicate effectively
- Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
- Escalate service requests that require engineer level support
- Responsible for entering time and expenses in -
ConnectWise as it occurs
- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
- Enter all work as service tickets into ConnectWise

Knowledge, Skills & Abilities Required:

- Advanced understanding of operating systems, business applications, printing systems, and network systems
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
- Diagnosis skills of technical issues
- Ability to multi-task and adapt to changes quickly
- Technical awareness: ability to match resources to technical issues appropriately
- Service awareness of all organization's key IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details
- Has shown a desire to self improve by consistently updating their knowledge through training and industry certifications

Preferred Skills:

- MS Office 365
- MS Azure
- Continuum RMM (Or equivalent RMM)
- Connectwise PSA
- Sonicwall firewalls (Or equivalent to UTM firewall device)
- Knowledge of ITglue

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