Service Desk Technician

Recruitment Genius Ltd
London (Greater)
£25k - £32k pa
01 Nov 2017
16 Nov 2017
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, this MSP designs, delivers and maintains infrastructure projects including installation and upgrades of systems as well as managing complex office moves.

Their mission is To be a great company

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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