Role Description
You will be responsible for providing remote desktop, server and network support to a varied external customer base with some on-site support where necessary. Identifying customers’ challenges, you will log them in our ticket management software and resolve or escalate the challenge as appropriate. As the first point of contact for our customers, you will be an ambassador for the business, so a best-in-class customer service and communication skills are essential. This is an exciting role with a lot of scope to progress and the potential to develop a long and successful career with a growing company.
Key accountabilities and responsibilities
- Ensure that information and time entries are accurately recorded in the service management tool both before starting work and before escalating and completing a ticket.
- Maintaining the successful operation of the service desk, according to the agreed KPIs and SLAs.
- Monitor, moderate and create process documents and regularly check for adherence to these processes.
- Co-ordinate with other teams and third parties to ensure that service outages or other activities are correctly communicated to the business or affected users.
- Work with the Service Assurance team to ensure Change Control and Problem Management processes are followed.
- Represent the Service Desk at knowledge transfer sessions.
- Assist with staff training and business awareness.
- Be aware of organisational changes that might impact the Service Desk.
- Plan and prioritise work to ensure that deadlines and targets are met.
- Identify potential areas for improvement.
- Involve and seek feedback from stakeholders.
- You may on occasion be required to work on customer sites.
Required technical skills and experience
- Working for a Managed Services Provider (MSP, or MSSP), for at least 3 years, in a technical capacity.
- Knowledge and technical understanding of Microsoft 365, Azure, Active Directory, Intune, MS Office, Win11, Mac OS, Malware, Security fundamentals (e.g. anti-virus, Phishing, IP Spoofing).
- Knowledge and technical understanding of network.
- Experience using ConnectWise, or another ITSM tool, e.g. ServiceNow, Remedy, or Autotask.
- Operational understanding and experience working in ITIL aligned environment(s), including understanding of SLA’s incident Management. Service Request Fulfilment and Change Management.
- Ability to demonstrate excellent troubleshooting skills.
- Ability to demonstrate strong teamwork and team leadership skills.
- Project work at mid-level.
Required critical competencies and behaviours
- Excellent communication, interpersonal and influencing skills.
- Excellent self-organisational skills.
- Ability to multi-task and work to tight deadlines.
- Customer centric approach to problems.
- Strong desire to collaborate both within team and with the wider organization.
- Ability to clearly communicate processes and procedures.
Desirable Qualifications
- Microsoft Azure Fundamentals (AZ-900)
- Microsoft 365 Fundamentals (MS-900)
- CompTIA Security+
- CompTIA Network+
- ITIL Foundation
- CCNA
Hours of Work
We support our customers from 08:00 to 23:00 Monday to Sunday including Bank Holidays and operate a shift pattern to cover these hours. These shifts are flexible and will be agreed on a weekly basis.
Employment Benefits
- Competitive salary based on experience and qualifications
- Company Pension
- 25 days annual leave
- Positive and fun and culture
Pay: £28,000.00-£35,000.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
- Referral programme
- Sick pay
Ability to commute/relocate:
- London, Greater London: reliably commute or plan to relocate before starting work (required)
Language:
Work authorisation:
- United Kingdom (required)
Location:
- London, Greater London (required)
Work Location: In person
