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Technical Support Analyst (OOH - night shifts)

ITS Resourcing Ltd
Closing date
25 Oct 2021

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Technology & New Media
Contract Type
Full Time
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Technical Support Analyst (OOH - night shifts)

Location - Blackburn

Salary - £27,000 - £29,000 per annum

Permanent Vacancy

ITS Resourcing are working with a growing IT Services organisation near Blackburn to source multiple Technical Support Analyst's. You will be providing 1st & 2nd line technical support for customers, primarily over the phone/remote desktop services, and attending customer sites where required.

This is an exciting opportunity to get on-board with a growing organisation, where plenty of progression and learning will be on offer. This position will be covering the out of hours (OOH) rota, working between 9:30pm - 7:30am, 4 days on / 3 days off. These shifts will fall over some weekend day

Role responsibilities

* Provision of 1st & 2nd line support for incoming IT related issues through the organisations ticket system

* Maintain a high level of 1st-time fix rates, providing support via telephone, email and remote desktop services

* Act as a point of technical escalation for junior staff and customers, ensuring that incidents are fully managed through to resolution

* Ensuring all relevant data is captured and ticketing system / internal CRM is fully completed

* Provide an excellent level of customer service to internal and external customers


* Strong knowledge of the Microsoft Office, Office365, Active Directory and Windows platform

* Previous experience configuring and troubleshooting End User Equipment (i.e., PCs, Laptops, Printers, Phones etc.)

* Experience across firewalls, basic network troubleshooting, backup's & Citrix would be beneficial.

* Experience in a service desk-based position, ideally working for another Managed Services Provider (MSP), providing support to external customers would be beneficial.

* Applicable accreditations would be advantageous

* Must be flexible to work shift patterns, as highlighted in the above overview

* Must be able to drive and own your own vehicle

40 hours per week, over the rota basis. Shift pattern will be on rotation and include some weekends.

Salary - £23,000 per annum plus shift allowance, package will work out to be circa £27,000 - £29,000 per annum Lots of progression & learning available with this business
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