1st Line Support Helpdesk Analyst

Paddock Wood

£22k - £26k DOE

Do you have experience of working in a MSP?

Are you looking to advance your career in IT?

Maybe you have some 1st line Support experience and are looking to progress your career with a leading MSP?

Looking for a company to invest in your Training?

Ideally we are looking or candidates from a Managed Services Background but will consider other candidates who have a customer focused attitude.

As part of the dedicated Services Desk, the 1st Line Support Helpdesk Analyst will work closely with the team supporting and helping clients succeed through technology.  As first line support, you will be the first point of contact, providing exceptional telephone and remote support and if necessary an onsite response..  Due to the fast pace of a 1st line team, we require 1st line engineers to work from the office 5 days a week. Working hours are 8.30am to 17:30

This is a fun and rewarding environment where people are looked after and enabled to reach their full potential

 Duties

·       Provide Remote/Onsite 1st Line support to clients relating to their *core technologies - Microsoft 365, SharePoint, MS Desktop (Windows 10), Switches, Routers, Firewalls (WatchGuard), DHCP, DNS, MS Office (2010/365), Antivirus, Printers & Active Directory

·       First point of contact for support calls

·       Installation work of *core technologies - Microsoft 365, SharePoint, MS Desktop (Windows 11), Switches, Routers, Firewalls (WatchGuard), DHCP, DNS, MS Office (2010/365), Antivirus, Printers & Active Directory

·       Achieve both personal and team Golden KPIs targets such as customer satisfaction

·       Working in order of SLA and priority of tickets

·       System documentation

Requirements

·       Great customer service skills

·       Positive and passionate about technology

·       Good problem solving skills

·       1st Line level Experience with most of our *core technologies:  Microsoft 365, SharePoint, MS Desktop (Windows 10), Switches, Routers, Firewalls (WatchGuard), DHCP, DNS, MS Office (2010/365), Antivirus, Printers & Active Directory

  Benefits

·       25 days holiday

·       Your Birthday as a bonus annual leave day

·       Annual Staff Bonus

·       Pension scheme

·       2 weeks of dedicated training days

·       Service Desk gamification rewards

·       Free onsite parking

·       Ride2work Scheme

·       Fully airconditioned offices

·       Onsite Games Room

·       Dress down Fridays

·       Unlimited free fruit and soft drinks.

·       Beans to cup coffee machine

·       Company paid quarterly social events

·       New client introduction bonus

·       New staff introduction bonus

·       Regular anonymous pulse surveys to help us help you

·       PerkBox discounts and offers

Our client values diversity and operates a fair recruitment process free of discrimination.  Due to the nature of this role, candidates will be expected to pass security clearance.