Join Our Growing IT Support Team
Midland Computers Ltd is an established and growing Managed Service Provider (MSP) based in Telford. We provide proactive IT support, cybersecurity, cloud services, and infrastructure management to businesses across the UK.
We are looking for a motivated and customer-focused Service Desk Analyst to join our Engineering team. This is an excellent opportunity for someone with strong technical troubleshooting skills who enjoys helping people and delivering exceptional customer service.
As a Service Desk Analyst, you will be the first point of contact for our customers, providing technical support via telephone, email, remote support tools, and our service management platform.
Key Responsibilities
- Provide first-line technical support to customers via phone, email and remote support.
- Diagnose and resolve Microsoft 365, hardware, software and network issues
- Log, manage and update support tickets through to resolution.
- Escalate complex technical issues to senior engineers where required.
- Monitor and respond to alerts from managed services platforms and security tools.
- Assist with user account creation, password resets and access management.
- Support onboarding and offboarding activities for customer users.
- Maintain accurate documentation of troubleshooting activities and solutions.
- Work within agreed Service Level Agreements (SLAs).
- Deliver outstanding customer service and maintain strong customer relationships.
Requirements
- Proven experience in an IT support role with a minimum 2 years' commercial IT support experience..
- M365 administration with proven experience supporting Microsoft 365 Business environments
- Windows Client Administration
- Strong problem-solving skills in addition to being able to provide technical support and information clearly to non-technical users
- Ability to work collaboratively within a team environment.
- A proactive attitude towards continuous learning and professional development in the field of IT support.
If you are passionate about delivering outstanding IT services and have the skills outlined above, we encourage you to apply for this exciting opportunity.
Job Types: Full-time, Permanent
Pay: £30,000.00-£32,000.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Company events
- Company pension
- Employee discount
- Free flu jabs
- Free parking
- Health & wellbeing programme
- On-site parking
- Private dental insurance
- Private medical insurance
- Sick pay
Experience:
- IT Support Desk: 2 years (required)
Work Location: In person
