Job description
- THIS ROLE IS OUT OF HOURS / NIGHT SHIFT
- OOH Overnight Service Desk Analyst- 4-on / 4-off- Fully remote
- hours- 7am to 7pm and 7pm to 7am.
Our Key Client in Surrey has some incredible openings for support staff on the helpdesk.
They are one of Surreys Largest MSP’s, This company is one to work for with an incredible office space, culture, progressive career path and top rate SLT who will support your growth.
We need dedicated and genuine people to add to this growing team.
Job Functions
- Provide technical support to our customers who may log calls by phone, email or direct via the support portal
- Use the tool sets to proactively monitor, manage and improve the computer systems run by us on behalf of our customers
- Ensure that all incoming cases are dealt with in a professional, courteous manner
- Take ownership of cases and managing them in a logical and methodical manner and proactively update the customer
- Correctly logging cases, categorising and prioritising them in line with team procedures
- Conducting full and through diagnostics with end users to enable first point of contact fault resolution
- Ensuring all cases are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
- Managing cases through their entire lifecycle from the first point of contact through to resolution
- Identify and escalate repeat issues or service risks into service management teams
- Sharing knowledge with team colleagues
- Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational
Required Skills
- Ideally have experience in an MSP
- Have excellent communication skills, verbally and written
- Have a good attention to detail
- Be able to follow process and procedures as needed
- Have a natural problem solving mindset
- Ability to organise, prioritise and manage own workload
- Experience with various versions of Windows desktop operating systems
- Active Directory environment experience involving administration and troubleshooting
- Good understanding of IP routing and switching
- MS Office 365 and Azure knowledge
- Collaborate with partners and third party companies to effectively resolve problems.
Requirements Competencies
- A friendly individual willing to become part of a close-knit team
- Excellent customer service skills over the telephone
- Excellent attention to detail and ability to retain information and develop good product knowledge
- Happy to work in a busy office environment and able to multitask
- A logical approach to problem resolution
- A positive approach to work, self-motivated and professional
- Hold or be working towards industry certifications
Interviews will be quick and concise, we want to get people into the role by the end of November 2022.
Job Type: Full-time
Salary: £29,638.00-£30,865.00 per year
Benefits:
Schedule:
Supplemental pay types:
- Commission pay
- Performance bonus
Ability to commute/relocate:
- Remote: reliably commute or plan to relocate before starting work (preferred)
Education:
- GCSE or equivalent (preferred)
Experience:
- azure admin: 1 year (required)
- O365 admin: 1 year (required)
- Active Directory: 1 year (required)
- Technical support: 2 years (required)
- MSP work: 2 years (required)
Work Location: Remote
