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Hays Specialist Recruitment Limited
United Kingdom
Key Accountabilities:As part of our team, you will be responsible for the following: First-Line IT Support: Take ownership of customer incidents or service requests and see them through to resolution. Monitor support ticket queues, ensuring timely action in line with service level agreements (SLAs). Maintain accurate support tickets and provide dai
Job Source: Hays Specialist Recruitment LimitedHott Source Limited
Walton-on-Thames
IT Service Desk Analyst - Hersham - £30,000 DOE Role: IT Service Desk Analyst Location: Hersham, Surrey Salary: £25,000 - £30,000 A leading independent school are seeking a talented IT Service Desk Analyst to join their IT team. Position Overview: As an IT Service Desk Analyst, you will play a crucial role in supporting the technological i
Job Source: Hott Source LimitedTRIA
London
Job DescriptionService Desk Analyst Circa £30k - £35k Fully Remote We are representing a managed service provider specialising in Microsoft technologies. They are looking for a Service Desk Analyst to help provide 2nd line technical support to their customers. The role will join the 24/7 team, working both Day Shifts and Night Shifts. This will o
Job Source: TRIAHarrington Starr
London
Job DescriptionService Desk Analyst – City of London –- £50,000 base + Overtime & BonusWe are delighted to be partnered with a Leading Brokerage firm in London, who due to continuous expansion are looking to bring on board a Service Desk Analyst to join their already established support function. You will act as the first point of contact for emplo
Job Source: Harrington StarrTRIA
London Area, United Kingdom
Service Desk Analyst Circa £30k - £35k Fully Remote We are representing a managed service provider specialising in Microsoft technologies. They are looking for a Service Desk Analyst to help provide 2nd line technical support to their customers. The role will join the 24/7 team, working both Day Shifts and Night Shifts. This will operate on 4 days
Job Source: TRIAElior
London
Join our team! As an IT Service Desk Analyst, you will be the first point of contact for IT Support in our London City Office, supporting users directly face2face from stakeholders to director level confidently. You will also be required to be part of the IT service team to support all day-to-day IT issues reported in the Business as a whole, provi
Job Source: EliorWavex Technology Ltd
London, England, United Kingdom
Develop your career within a great team Wavex Technology is one of the most established IT providers in London, a multi-award winning Managed Service Provider, offering services to prestigious businesses around Microsoft cloud (Azure), support (mainly Microsoft environments), IT security and IT transformation. At Wavex you will continue to hone you
Job Source: Wavex Technology LtdWavex Technology Ltd
London
Job DescriptionDevelop your career within a great team Wavex Technology is one of the most established IT providers in London, a multi-award winning Managed Service Provider, offering services to prestigious businesses around Microsoft cloud (Azure), support (mainly Microsoft environments), IT security and IT transformation. At Wavex you will cont
Job Source: Wavex Technology LtdLondon
About Wavex
Wavex Technology is an established (founded 1998) and independent IT Managed Service Provider, offering secure and fully managed IT services. We are a Microsoft Gold Cloud Partner, a Direct Microsoft Cloud Services Provider (CSP) and ISO27001 accredited with prestigious clients in our portfolio.
About the role
You will be responsible for delivering first class support to our London based clients (some of whom have a global presence). You will be completing requests, resolving incidentsand escalating to the Infrastructure support team where more complex issues occur.
This role will offer hybrid working (home/Wavex office). Our office is based near Liverpool Street Station.
About the candidate
The candidate will be a motivated and driven individual who is happiest pushing the boundaries of their knowledge, is happy to pick up new technology’s, learn them and will be focused on providing exceptional support. The candidate should be a confident and capable communicator and able to provide comprehensive support onsite for desktop and EUC issues.
Responsibilities
Technical support
Provide 1st line technical support to end users. Log and classify incidents and requests raised by the customer by telephone, email and via the Wavex's Service Now chat function
Record calls from customers. Deal directly with requests and complaints and escalate problems in accordance with established procedures
Troubleshoot and resolve issues with Microsoft desktop operating systems
Support new starter process (i.e.create new usersconfigure mailboxes, distribution groups and calendar permissions) and leaver process
Troubleshoot (and resolve) and/or escalate issues reported in relation to customer-specific business applications. Escalate to software vendors and liaise with them as and when required
Demonstrate you are able to switch focus between activities to deal with competing demands/call volume
Call management
Manage your time effectively to achieve the best productivity during the day /week
Manage your call queue to the highest standard - prioritise and review regularly to ensure you are on top of the priority tickets
Provide users with regular updates via telephone and the Wavex service management platform
Ensure the tickets information are always of the highest standard (both, detail and quality of the written information)
Proactively follow up with users as you resolve these to confirm the work is completed to their satisfaction
Processes
Follow Wavex processes for core Service Desk functions such as Incident Management, Service Request Fulfilment and Problem Management
Stay abreast and adhere to ITIL framework (policies and procedures) - make effective use of systems to support quality and efficiency
Technical experience (must have)
Experience of administering and troubleshooting:
Citrix
Microsoft Terminal services/RDS
Microsoft Windows 7/8/10
Microsoft Office 365
Active Directory
Azure Active Directory
DNS and DHCP
Other experience (nice to have)
ITIL v3/v4 Foundation Certification
Experience of working in a structured, ITIL environment
Experience of working towards specific SLAs
Experience of working with high volume calls, to specific SLAs
Experience of working in a structured ISO27001 environment with specific awareness of Security Incident processes
Experience of Intune
Experience working within a Managed Service Provider (MSP)
PTRG monitoring or infrastructure monitoring toolsets
Windows Server Administration
Professional experience / about the person
Clear and fluent English (written and spoken)
Excellent communication and interpersonal skills
Professional and punctual
Team player
Ability to lead by example - developing and maintaining respectful and inclusive working environment
Few highlights on benefits of working with Wavex
Working in an inclusive environment
Performance based bonus (up to 6k per annum)
Working with the latest (cloud) technologies
Industry renowned training/certifications (sponsored by Wavex)
Personal development time (with the use of Pluralsight training platform)
Wide range Company benefits
Generous holiday entitlement (earn additional days with years of service & day off on your birthday)
And more!
Service Desk Analyst jobs in London
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