Company Summary
Vissensa MSP is an established Managed Service Provider that has successfully delivered IT services and solutions since 2008. The company has built a strong reputation for providing exceptional customer service, technical expertise, and trusted technology guidance to organisations ranging from small and medium-sized businesses through to large enterprise clients across a variety of industry sectors. Our success is built on developing long-term partnerships with our customers, helping them leverage technology to improve productivity, strengthen security, and support business growth. We pride ourselves on delivering a proactive, customer-focused approach, backed by a highly skilled team of technical specialists who are passionate about solving complex challenges and providing outstanding service. As a business, we continue to invest in our people, processes, and technologies to ensure we remain at the forefront of the ever-evolving IT landscape.
Role Summary
Vissensa is seeking a Senior ServiceDesk Analyst (3rd Line) who combines strong technical expertise with exceptional communication and customer service skills. The successful candidate will act as a senior escalation point within the Service Desk, taking ownership of complex technical issues while translating technical concepts into clear, understandable language for clients. As a senior member of the team, you will provide guidance and mentorship to junior colleagues, helping to develop technical capability and promote best practices across the Service Desk.
The role requires excellent problem-solving skills, the ability to coordinate technical resources effectively, and a proactive approach to service delivery. You will work closely with Project Engineers and Technical Specialists to support project delivery activities, assist with technical implementations, and provide expert input where required. From time to time, you will engage directly with clients to deliver project tasks, ensuring solutions are implemented successfully and to a high standard while maintaining Vissensa's commitment to exceptional customer service.
The role is hybrid with home working (after a qualifying period).
Essential Requirements
- Demonstrable experience delivering infrastructure changes, upgrades and platform transformation initiatives
- Strong technical troubleshooting and analytical skills, with the ability to diagnose, resolve, and proactively prevent complex infrastructure and service issues
- Excellent communication, collaboration, and stakeholder management skills, with experience producing clear technical documentation and conducting effective knowledge transfer to colleagues and clients
- Proven administration experience across Microsoft 365 technologies, including Entra ID, Exchange Online, Microsoft Intune, Microsoft Teams, and related cloud services
- Practical networking experience, including the configuration and troubleshooting of switches, firewalls, VLANs, routing, and general network connectivity issues
- Strong understanding of Service Desk operations, including ticket lifecycle management, incident prioritisation, escalation processes, and adherence to Service Level Agreements (SLAs)
- Hands-on experience supporting and maintaining enterprise-class infrastructure, including Dell and HPE servers, storage platforms, networking equipment, and security appliances
- Ability to mentor junior team members, share technical knowledge, and provide leadership within a fast-paced Service Desk environment
- Experience working independently on technical escalations while maintaining a strong customer-focused approach
- Candidates must have access to a vehicle and hold a valid UK driving licence
Beneficial Requirements (Nice to Have):
- Experience using the NinjaOne Remote Monitoring and Management (RMM) platform in a managed services environment
- Knowledge of cloud-based telephony and unified communications platforms, including 8X8, 3CX, Microsoft Teams Phone, and other VoIP solutions
- Advanced networking knowledge, including routing protocols, SD-WAN technologies, VPN connectivity, and network design principles
- Familiarity with backup, disaster recovery, and business continuity solutions such as Veeam, Datto, Azure Backup, or similar technologies
Beneficial Soft skills:
- Enjoy working in a small but focused environment
- Team player, recognises where colleagues need support
- Positive approach to the values and ethics of the company
- Participates in company events /Likes to socialise with colleagues.
Probationary Period & On-Call Requirement
The successful candidate will complete a five-month probationary period. Upon successful completion, they will join the company's on-call rota, providing out-of-hours support to a select group of clients.
As part of the on-call responsibilities, occasional travel to locations such as client sites and data centres may be required outside of normal business hours. Candidates should therefore hold a full UK driving licence and have access to reliable transportation suitable for business travel.
Participation in the on-call rota attracts an additional allowance.
Benefits:
- Relaxed dress code
- Company pension
- Salary sacrifice Employee discount scheme (after qualifying period)
- Company events
Our Castle Malwood office has free parking, and is a relaxed, rural location which is easy to get to.
Interview Process
- Phone call interview lasting, up to, 30 minutes with Technical Director
- Teams interview lasting, up to, 60 minutes with Technical Director
- Face to face internet, lasting, up to 60 minutes with Technical Director and CTO
Job Types: Full-time, Permanent
Pay: £38,000.00-£45,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- On-site parking
- Work from home
Application question(s):
- Has permanent access to reliable transportation suitable for business travel.
- Must be Based within a 60 minute drive of SO43 7PE - https://tinyurl.com/vsa60mins
Experience:
- 3rd Line Support: 3 years (required)
Licence/Certification:
- Driving Licence (required)
Work Location: In person
