We are looking for a Technical Analyst to serve as the 1st Line presence within the overall SysGroup Service Desk.
Title: Technical Analyst (1st Line Service Desk)
Location: Home based, with occasional travel to SysGroup and customer sites
Reporting to: Head of Customer Experience
The Technical Analysts serve as the 1st Line presence within the overall SysGroup Service Desk (which currently consists of approximately 50 engineers, ranging from level one roles up to level four)
Core duties involve standard Service Desk based tasks for the SysGroup customer base, including tickets and calls relating to incident management, break-fix fault resolution, carrying out service and change requests etc. Support and in-scope systems include physical servers, network devices, virtualised environments, and workstations.
As a 1st Line presence, the candidate will be responsible for being the contact point for our customers, logging and triaging tickets via phone, email or portal, performing the initial investigation to diagnose and fix issues and escalating any ticket that cannot be resolved to the 2nd/3rd line teams.
To manage and prioritise own workload (i.e. assigned tickets, calls and tasks to ensure customers are kept updated),
Liaise with 3rd party providers (e.g. connectivity providers) and vendors (e.g. escalations to Microsoft, Mimecast or other partners) as part of issue resolution.
Provide internal support to the SysGroup Sales Team (Business Development Managers) where information is required relating to a particular customer.
To ensure existing processes and procedures are adhered to (e.g. where authorisation is required from certain customers before carrying out actions, managing major incident processes, and producing incident reports)
Skills & Experience
The ideal candidate will have previous experience working for a Managed Service Provider and/or a Technical Support Team
In general, experience and familiarity is expected in one or more of the following (with working knowledge of as many as possible being advantageous)
IT Service Management Processes
Active Directory Management
Office 365 Administration
Web/Email Security management
Though not essential, the successful candidate may hold one or more qualifications in appropriate technologies from one of the following organizations