Job Title: Service Desk Analyst / 1st Line Support Engineer
Location: Hull, East Yorkshire
Salary: £ 22,000+ DOE
Job type: Full-time, Permanent (Monday – Friday, 40 hours per week)
About us:
We are a leading regional IT Solutions Provider and Sage Accredited Business Partner based in Hull. We are looking for a Support Engineer to join our growing Technical Support team.
The applicant must have experience working in a 1st line IT support role, have excellent customer service skills, be solution focused and be able to work to tight deadlines. The applicant may be required to travel so a full driving license and access to a vehicle is required. A minimum of 2 years’ experience working within managed services support is desirable.
The successful candidate will be involved in the day-to-day support of our client base at a 1st line level. Client facing projects may be undertaken as well as the introduction of new solutions that will improve business efficiency and effectiveness.
You may be required to be flexible at times as you may be asked to work outside normal office hours to meet the needs of clients.
The successful IT Service Desk Analyst will be responsible for the following:
- Serving as the first point of contact for users seeking technical assistance over the phone or via email.
- Performing remote troubleshooting through diagnostic techniques and pertinent questions.
- Walking the user through the problem-solving process
- Directing unresolved issues to the next level of support personnel (2nd/3rd line).
- Recording events and problems and their resolution in the ticketing system.
- Following-up and updating user status and information.
Key Requirements:
Essential
- A basic understanding of Microsoft Windows Operating Systems
- Excellent interpersonal skills with the ability to communicate effectively at all levels
- Conversant with Microsoft 365 products
- Customer focused with outstanding customer empathy
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
Desirable
- Experience of administering Active Directory (user creation, groups and permissions)
- Experience supporting Microsoft servers 2012 – 2022
- Microsoft Windows 10/11 troubleshooting and experience
- Understanding of VOIP systems and principles
- Proficient with Microsoft 365 and its complimentary addons (OneDrive, SharePoint & Teams)
- Remote Desktop Services
- Printer troubleshooting
- MSP Products inc deployment (Antivirus, Patch Management, Backup, Reporting, Alerting, Password Managers)
Benefits:
- Enhanced Pension Scheme
- 22 days annual leave (plus bank holidays and continuous service reward)
- Company commission + bonus scheme
- A company culture that promotes work life balance
- Flexible remote working
- Continued learning and development
- Access to mental health support
Please click on the APPLY button to be redirected to the company’s page to complete your application.
Candidates with the relevant experience or job titles of: IT Support Service Desk Team Leader, Senior IT Service Desk Consultant, IT Support Consultant, 2nd Line Engineer, Customer Support, Senior 1st Line Support Engineer, 1st Line IT Support, Senior Helpdesk Support, 1st IT Support Analyst, 1st Line Support Technician, Helpdesk Analyst, Helpdesk Support, IT Support Analyst may also be considered for this role.
