IT Support Analyst - 24/7

GreatFind Recruitment
Watford, UK
19 May 2019
23 May 2019
Contract Type
Full Time
An Award-Winning IT services and solutions Cisco Gold Partner is seeking a talented individual with an excellent customer service ethos and the technical ability to operate in a Service Desk Analyst role with their 24x7 team. You will be working a 4 on, 4 off shift pattern rotating days and nights (12 hour days). Benefits include Annual holidays excluding public holiday - 25 Days, Cycle to work scheme, Gym discount, Childcare vouchers, sponsored education plan, Bupa cash plan, shopping discounts.

You will be joining a fast-growing organisation who truly support the development of their staff.

You will be delivering outstanding 1st-2nd line technical support, to a range of company clients in line with the Service Desk function. If you possess the knowledge and skills-set necessary to operate confidently in a technical IT Support role, or if you have previous experience in a similar position, get in touch today!

Duties and Responsibilities:
  • Provide 1st-2nd line support within their Service Desk function including:
  • Provide first class customer service to all stakeholders
  • Provide 1st-2nd line IT support as required:
  • Troubleshoot Cisco Devices
  • Escalate issues to appropriate support in accordance with SLAs
  • Triage service issues and service requests received via phone, email, request form, incident portal or in person following agreed processes and procedures
  • Completing administrative tasks, including, logging and progressing Change Requests and Internal Change processes.
  • Consistently meet Service Desk (KPI) Key Performance Indicators as set by the company.
  • Understand and proactively operate the escalations procedure
  • Develop and maintain communication skills appropriate to the environment
  • Proactively manage updates to all parties with Incident/Requests statuses through to resolution
  • Maintain high levels of incident ownership through the incident lifecycle to a satisfactory Customer resolution
  • Maintaining a great rapport with Customers by displaying a detailed understanding of their support requirements
  • Monitoring of customer networks/estates via Sciencelogic
  • Call Ownership - Ticket Creation, Update, Closure

  • Excellent communication Skills
  • Working Knowledge and Understanding of the following systems; Microsoft - Office, Active Directory & Exchange- Networking.
  • Experience troubleshooting Cisco Devices
  • Proactive and responsive nature
  • Excellent troubleshooting and problem-solving skills
  • The desire to deliver first class customer service

  • Previous experience of working on an IT Service Desk
  • Previous experience of working for a Managed Service Provider
  • CCNA certified

Just some of the reasons to join our client's organisation?
  • Our client offers globally recognised accreditations
  • Our client has received awards for hardware innovation
  • Multiple Offices in the UK
  • CISCO services partner award
  • Nominated in category best 100 places to work for
  • Microsoft and CISCO Certified Partner
  • Excellent Progression Opportunities

Apply Today!!

About GreatFind Recruitment

We specialise on IT Channel recruitment, especially in education sector. We work on different job level vacancies from graduate jobs to 3rd line Technicians, and in various departments including IT, sales and marketing, and operations.

We've worked in the IT channel for nearly 20 years. We deliver a consultative, personal service to our candidates and clients, and we won't rest until everyone is happy.

We are an equal opportunity provider.

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