IT Helpdesk Analyst

£21000 - £26000 per annum
16 Aug 2019
13 Sep 2019
Recruitment Genius Ltd
Contract Type
Full Time
This company is a hybrid between a Managed Services Provider (MSP) and a Cloud Services Provider (CSP) based in Maidstone, Kent. They specialise in providing services based in the cloud with the use of their own data centre infrastructure spanning the UK and US and through recent growth are looking for someone to join their service desk.

The Role
The role will primarily involve handling of escalations from 1st line engineers but will also require some direct logging of calls and initial fault finding during busy periods. Access to configure and maintain server/cloud infrastructure will also be available to see faults through to resolution without having to pass over to infrastructure or network engineers.

A wide variety of technologies are in use on both Windows and Linux. Experience with both is beneficial however not essential but willingness to learn is required and access to training materials and exams will be provided if necessary.

The role is ideal for someone who has a minimum of 2 years' experience working in a 1st line I.T. support role or higher and is keen to learn a variety of new skills in cloud and data centre operations.

Working hours would be on a rotation basis with shifts of either 08:00-16:30 or 10:00-18:30. Some additional out of hours cover will also be required on a rotation basis after the first year.

Core Responsibilities:
- Ensuring a high level of customer service is delivered.
- Answering and logging support calls from clients.
- Initial fault finding and information gathering on support issues.
- Monitoring service dashboards and responding to any incidents.
- Monitoring and maintaining backups.
- Reporting to the service supervisor

The ideal candidate will have:
- A minimum of 2 years experience in a 1st line or higher role.
- A high level of attention to detail
- Excellent verbal and written communication skills
- Ability to work under pressure and meet deadlines
- Ability to problem solve with assistance from colleagues and online research is essential.
- Very good organisational and time management skills

Technical Skills
o Good understanding of desktop operating systems
o Good understanding of business applications such as Office, Sage etc.
o Some experience with server technologies such as Exchange, Active Directory, SQL.
o Some knowledge of Linux technologies is beneficial.
o Some knowledge of networking is beneficial.
o Some knowledge of server hardware is beneficial.

The Package
- Salary - £21,000-26,000 DOE
- Benefits - Mobile Phone allowance
- 20 Days Holiday (Increasing to 25 Days) + Public Holidays

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