1st Line Support Analyst - AD, O365, Exchange

Pearson Whiffin Recruitment Ltd
14 Apr 2018
22 Apr 2018
Contract Type
Full Time

1st Line Support Analyst - AD, O365, Exchange - Sidcup, Kent - Up to £25,000 plus benefits

I am currently recruiting for a multi award winning business who have won and placed on 4 other occasions in the Best Places to Work in IT.

They are looking for an experienced 1st Line Support Analyst to be part of the IT Services and Support team covering 100+ clients nationwide.

As an analyst on the Service Desk, you will act as the first point of contact for customers to report incidents and log service requests relating to their local infrastructures and services. The primary objective of the role is to provide first time resolution, achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of the specialist teams to investigate and resolve.

Daily duties

  • Handle customer incidents and service requests in a professional, courteous manner over the phone and via email
  • Take ownership of incidents and managing them in a logical and methodical manner
  • Correctly logging incidents, problems and service requests, categorising and prioritising them in line with team procedures
  • Conducting full and thorough diagnostics with end users to enable first point of contact incident resolution
  • Ensuring all faults are progressed and resolved within SLA, escalating to other internal and external teams as appropriate
  • Managing incidents and requests through their entire life cycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
  • Diagnosing and resolving incidents to the customers satisfaction
  • Identify and escalate repeat issues or service risks to the Service Desk Manager where necessary
  • Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational
  • Keep operational documentation up-to-date

Skills required

  • Good knowledge of Microsoft Windows 7+
  • Basic knowledge of user administration (Active Directory, Exchange/Office365)
  • Good knowledge of Microsoft Office suite
  • Good understanding of workstation builds and configuration
  • Hardware troubleshooting
  • Work with a sense of urgency
  • Attention to detail
  • A clear and friendly telephone manner
  • Ability to multi-task
  • Must be able to demonstrate a customer first approach to support

1st Line Support Analyst - AD, O365, Exchange - Sidcup, Kent - Up to £25,000 plus benefits

This job was originally posted as www.jobsite.co.uk/job/960531669

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