Job Description

Posted 1 week ago

IT Support Analyst | Helpdesk | 0365 | AD | Active Directory | 1st Line | First line | 2nd Line | second Line

1st / 2nd Line IT Support Analyst with outstanding customer service, in addition to a fundamental technical understanding of IT support, required to join a growing MSP based onsite in Farnborough.

As the first point of call within IT, you will be responsible for providing support to 1 main client in a hybrid (on-prem / cloud) environment, utilising your skill set giving a 1st time fix as much as possible.

What you will do:

* Answering calls from users in a professional and polite manner
* Raising incident and service request tickets on behalf of users
* Capturing all required information relating to the user's issue/request
* Triaging and prioritising tickets in their own and the teams' overall queue
* Responding to and resolving tickets within each customer's agreed SLA
* Escalating tickets to 2nd line, 3rd line or 3rd party suppliers as required Endeavouring to resolve tickets as FTF (First Time Fix) wherever possible
* Producing internal support articles for the team to aid in ticket FTF
* Producing customer-facing user guides
* User administration in Active Directory
* User administration in Entra ID / M365 Admin Centre
* Mailbox administration in Exchange Admin Console / Exchange Online
* Teams support and troubleshooting using Teams Admin Centre
* SharePoint support and troubleshooting using SharePoint Admin Centre
* Endpoint device troubleshooting using InTune Admin Centre

What we need from you:

* A good understanding of incident management tools/ticket systems
* Excellent technical understanding and practical experience of supporting users in Microsoft environments (hybrid and cloud)
* Knowledge of incident, problem, request and change management
* Ability to use logic and reasoning to troubleshoot and resolve incidents on own initiative
* Excellent communication skills
* Excellent customer service skills

What you'll get in return:

As well as a salary of between £25-28k (DOE), you will also get a starting annual leave allowance of 20 days (increasing with service) + BH and eligibility for the company bonus scheme.

This is a 35-hour working week position (7hrs per day) with an expectation that those hours are fulfilled between 08:00 to 18:00 Mon to Fri on a shift rota.

If you have experience of 1st and 2nd line support and looking to join a business that really cares for their staff then hit apply now!

IT Support Analyst | Helpdesk | 0365 | AD | Active Directory | 1st Line | 1st line | 2nd Line | second Line

Skills: