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1st/2nd Line Support

Just IT
Closing date
8 Dec 2021

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Technology & New Media
Contract Type
Full Time
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Service Desk Analyst required in Basildon/ASAP/ Hybrid work/ Up to £25k

Please note that relevant training, guidance and advice will be given. This document lists the responsibilities that you will encompass in your day to day role.


"Giving every business the technology to succeed"

Technology. Together


Reporting directly to the Service Desk Team Leader this position encompasses the delivery of 1st line remote support and triage services for all contracted and non-contracted clients. This position requires clear communication, co-ordination and time management to ensure clients expectations and contractual obligations are maintained

The ability to work logically and maintain control whilst under pressure and make firm decisions based on common sense and judgement in difficult situations is paramount.


Prologue: -

Utilize plc and its group of companies represent a young, dynamic and growing business in which to forge a career. Established in 1997 the company has a strong heritage in delivering industry leading technology services across the South East. Averaging 23% growth year on year, since its inception, Utilize enjoys low staff and customer churn rates coupled with an aggressive acquisition and growth strategy, offering management a challenging and rewarding environment to work in.

Utilize is passionate about technology and has a clear and concise vision - to become the largest and most influential technology partner for small to medium sized businesses in the South East. We are on key vendor Partner Advisory Council' and have a direct influence over key technology trends, regularly attending councils and conferences across the globe (Microsoft, HP, VMWare, Sophos, Dell / Dell SonicWALL, Avaya to name a few).

If you are passionate about people and technology, need to be challenged and have a "work hard, play hard" work ethic, then please read on.

Team: -
Direct reports:None
Total team size:10+
Team location:Basildon, Essex
Customer location:International and National customer base but majority are based in and around the South East of England.
Day to day Communication:Line manager, team, other department heads and teams, customers
Travel:From a day to day perspective this role will require you to commute only to / from our head office where the role will be situated.
Additionally, you may be required to travel as and when necessary to;
-Our London office when required (EG for training or if head office becomes unavailable)
-Other regional offices (both existing and new for reasons similar to the above)
-To customers across the South East (and in some cases nationally) and when deemed as a requirement of the role

Budget: -

£100 per month in client AAB (Above and Beyond) moments. Examples of this:

-Personalised thank you to customers
-Personalised appreciation of a difficult time to customers
-Where you feel a gift to a client is relevant*

*NB - all gifts to be authorised and organised through Office Manager

Qualifications: -
Essential technical or industry related certificates:
-A level / AS level in Information Technology (or similar) or
-BTEC National Diploma / Higher National Diploma in Information Technology (or similar) or
-CompTIA A+ / N+ or
-Microsoft specific qualifications (MCP / MCSE)
Beneficial qualifications or certificates:-ITIL foundation
-Customer service related qualifications

Experience: -
Core competency:This role is a typical entry role into the client support department and is ideal for an young graduate or somebody who is passionate about delivering 1st line support on the "front line":
-Excellent communication and customer service skills, both oral and written.
-Excellent multi-tasking and organisation skills.
-Ability to manage and prioritise own time and work to tight service metrics.
-Work as part of multi-disciplined teams and collaborate effectively.
-Excellent team work ethic. Work hard, play hard.
Technical:As this is a technical position, having a broad technical knowledge of a range of business infrastructure and networks is paramount.
This will allow delivery of a typical "1st line" helpdesk position working at a high pace and comparatively low level technical difficulty. The ability to make sound decisions based on technical knowledge to facilitate "triaging" is also a requirement. Necessity for proven experience in these areas can be further expanded on as follows:
-Knowledge to instil confidence in a customer as a first point of contact to the support desk.
-Ability to resolve typical 1st line queries such as (but not limited to):
Password resets / user account administration
Desktop / PC related issues
Basic server or network troubleshooting
Basic Office 365 administration
-Basic knowledge of industry on premise infrastructure, desktop, server, datacentre, compute, storage, networking, connectivity, virtualisation and security solutions.
-Basic knowledge of industry cloud technology, Office 365, Azure, Private Cloud
-Ability to engage with more technical engineers convincingly.
-Awareness and interest of current and future technologies

DISC analysis:Typical DISC analysis which may complement the above experience:
-High Compliance
-Medium / High Influence
-Medium / High Steadiness
-Medium / Low Dominance
To be used as a guideline only.
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