2nd Line Service Desk Analyst

Orbis Resourcing Limited
Milton Keynes
Up to £25,000pa
09 Nov 2017
16 Nov 2017
Contract Type
Full Time

A 2nd Line Service Desk Analyst with experience working on a helpdesk providing Windows Server, 365 & Exchange support to clients for an IT Services Provider based in Milton Keynes.

Role: 2nd Line Service Desk Analyst

Salary: Up to £25,000pa

Location: Milton Keynes


Our 2nd Line Service Desk Analysts need to be able to work well within the Service Desk team providing different levels of support to a variety of clients. Your role is to proactively ensure that all clients experience continual exceptional service and that all support is performed with minimal business impact on the customer with the agreed service levels. You will be required to provide support across many platforms for multiple clients using both remote support from the office or onsite as required.

Main Responsibilities:

  • Answering calls in a friendly and professional manner from clients with technical issues
  • Logging detailed and accurate information on the call management system
  • Efficiently handling incoming technical support incidents, requests and changes
  • Taking responsibility for your personal call queue, ensuring that all calls are closed in a timely fashion
  • Communicating with the client to keep them updated on the progress and ensuring that customer satisfaction remains high
  • Resolution of calls ranging from simple password resets to complicated server queries
  • Perform software builds/rebuilds on PCs and laptops as required
  • Fix hardware faults and install upgrades to clients hardware
  • Escalating calls to the 3rd line team as necessary

Person Specification:

  • Desire to provide outstanding customer service to our clients
  • Able to multi-task effectively
  • Excellent communication skills, both written and verbal
  • Friendly, confident and professional telephone manner
  • Eager to learn new skills and invest in personal development
  • Good attention to detail with well-developed problem-solving skills
  • Time management skills with the ability to prioritise effectively

Technical Essentials

  • Good knowledge and experience with Exchange 2010, 2013 and Office 365
  • Strong knowledge of Windows 7, Windows 8, and Windows 10 operating systems
  • Good understanding of Microsoft Office software
  • Experience working with servers (SBS, server 2008, 2012, etc.)

Desirable Skills/Qualifications

  • MCSA qualified or working towards
  • CompTIA N+
  • WatchGuard Firewalls
  • VoIP experience
  • Experience within another MSP environment

Send your CV ASAP ? Further Details on Application

Orbis Resourcing Ltd acts as an employment agency and an employment business.

This job was originally posted as www.jobsite.co.uk/job/959496478