Service Desk

Technical Analyst

We are looking for a Technical Analyst to serve as the 1st Line presence within the overall SysGroup Service Desk.

Job Description

Title: Technical Analyst (1st Line Service Desk)

Location: Home based, with occasional travel to SysGroup and customer sites

Reporting to: Head of Customer Experience

Position Description

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.

Key Responsibilities

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

  • Understanding industry standard terms (e.g. differences between P1, P2 or P3 priorities), exposure to Root Cause Analysis (RCA) and incident management, experience using a Ticket Systems to log and manage issues.

Active Directory Management

  • AD object Management, creating/amending/deleting users and groups. Resetting passwords, unlocking accounts.

Office 365 Administration

  • Forcing AD syncs, converting user mailboxes to shared, migrating Exchange/Hybrid mailboxes into O365, creating/administrating distribution groups, understanding of licensing, running PowerShell for tasks not possible in the web UI (e.g. calendar permissions).

SharePoint Administration

  • Creating SharePoint sites, changing security permissions, applying best practices, syncing SharePoint sites with file explorer (OneDrive).

Web/Email Security management

  • Administration of 3rd party hosted email filters (Mimecast, Forcepoint, SonicWALL HES) to release emails, whitelist/blacklist domains, Force AD user Sync and troubleshoot email send/receive issues.
  • Manage hosted web filter solutions (Forcepoint) to allow or restrict access to company approved sites.

Though not essential, the successful candidate may hold one or more qualifications in appropriate technologies from one of the following organizations

  • CompTIA
  • Azure, Microsoft / Office 365
  • AWS
  • Cisco
  • WatchGuard

Interested? Apply now!

Please send your CV and a covering letter to our People & Culture team