1st - 2nd Line IT Support - 28K - O365

Location: East Midlands

Industry: IT

Salary: £25000 - £30000 per annum + 25 days holiday, Pension

Posted: 30/05/2022

1st Line IT Support, (some 2nd line), IT Service Desk, IT Support, Windows 10, O365, Active Directory, Exchange Online, Sharepoint, SCCM/Intune, MS Office, ITIL, Windows Server/Networks - MSP - 25K + Training.

ROLE: An exciting opportunity has arisen for a 1ST Line Support / Service Desk Analyst to join the IT team at a time of significant and exciting change. This successful UK MSP has been supporting clients for over 20 years. An excellent opportunity to develop your skills and cross train.

This role aims to provide first level support to external customers throughout the length and breadth of the UK, including taking calls and handling incidents or Service Requests using the incident management and request fulfillment processes, in line with Service Desk objectives. Even though this is a 1st line role, it is not a call logging job. This role is very extensive for 1st line, some companies would call this a 1st/2nd line role.

Technical skills knowledge required: Windows 7/10, Office 365, SCCM/Intune, Sharepoint, Mobile Phone setups, Active Directory, VMWare / Server knowledge (not essential, will be trained)

• Be the first point of contact for customers
• Receiving, logging, and managing calls from external clients via telephone and email and Service Desk ticketing system
• Escalate unresolved calls to L2 and infrastructure support team
• Maintaining an Asset Database and tracking changes
• Take ownership of user problems and follow up on the status, communicating progress in a timely manner
• Publishing support documentation to assist staff with requests for information
• Report to Senior IT Engineer on any issue that could significantly impact the business

• 12 months + IT Service Desk
• You will be a self motivated achiever who gains satisfaction from providing excellent customer service
• Excellent communication skills and telephone manner
• Excellent organisational & problem solving ability
• A strong sense of urgency and the ability to multi task effectively
• Contribute to the overall success of the Service Desk Team by working together to improve existing processes and technical understanding

SALARY: 25K pending experience, Pension, Healthcare, free parking. Commutable from Leicester, Loughborough, and Nuneaton. This is an office based role. 40 hour week. 8.30 5.30/9-6. Over time paid.

Must be able to pass extensive reference/financial checks as this will be supporting large financial institutions. This client cannot provide sponsorship.

Candidates of all ages and backgrounds will be considered.