Job Title: Senior Service Desk Analyst
Salary: £34,000 plus, depending on experience
Location: Bath and / or Bristol office, Hybrid, occasional travel to sites across the South West
• Growth focussed company.
• Supporting SMEs on modern technology.
• Collaborative, authentic, high-performing culture.
Hours of work: 8.5 hours inclusive of one-hour lunch break between 08:00 – 18:00.
Exact hours agreed in advance with the line manager.
Summary of Position: We’d love you to join our growing company as we deliver modern technology to market-leading SMEs.
As a Senior Service Desk Analyst, you'll play a pivotal role in supporting our clients to use modern technology.
The role involves working autonomously to support clients across identity management, networking, cloud and infrastructure within the wider Service Desk team.
Success will be your ability to deliver fast and resolute technical resolutions to client issues, alongside providing excellent customer service.
Our technical stack is strongly aligned to Microsoft 365, and their modern workplace.
We’re looking for someone passionate about the M365 product suite.
This is the perfect role for an experienced 2nd line looking to progress and develop, within a growing South West company.
There’s no ceiling to your career with us; we grow as you grow.
Key Responsibilities & Duties
• Be an escalated point of contact for client queries & issues, responding to requests for technical assistance within agreed SLAs.
• Assist other Service Desk Analysts in investigating & resolving tickets.
• Set, manage, and meet client expectations.
• Actively contribute to the continuous improvement of service delivery.
• Actively contribute to overall company objectives.
• Ability to break down faults presented to diagnose/resolve root cause issues.
• Contribute to company standard procedures to benefit client outcomes.
• Provide on-site support for client networks across the South West.
• Helping to develop our knowledge base and self-help guides.
Essential Skills:
• Virtual infrastructure, such as VMWare and HyperV.
• Backup systems such as Veeam.
• Network troubleshooting and configuration (Firewall/Switch).
• Microsoft 365 / Azure troubleshooting and administration, including but not limited to SharePoint, Intune, Exchange, Defender, OneDrive etc.
• Unified Communication system troubleshooting and configuration, such as 3cx and Microsoft Teams.
• Active Directory management, such as Group Policy deployment and configuration.
• Experience with dealing with Incident Response tickets, such as client sites being offline, issues affecting multiple client end-users, Servers being offline etc.
Competency Requirements:
• Self-starter that thrives when taking the initiative.
• Enthusiastic about making a difference for others.
• Able to empathise and understand complex situations to find creative technical solutions.
• Patience.
• Good communication skills with both internal and external stakeholders.
• Ability to work in a fast-paced environment.
• Client service focus.
• Build effective relationships.
• Good interpersonal skills.
• Effective communicator, on the phone, in writing and in-person.
• Team player.
Requirements:
• Experience in a 2nd line support role within an MSP environment.
• UK Driving Licence and access to a car.
Perks:
• Competitive salary.
• Hybrid working.
• Fully funded certifications.
• Fully funded socials.
• 25 days + Bank Holiday’s annual leave.
• Training and team support.
• Central Bath & Bristol locations.
Job Type: Full-time
Pay: From £34,000.00 per year
Benefits:
• Casual dress.
• Company events.
• Company pension.
• On-site parking.
• Work from home.
Application question(s):
• Do you have a valid driving license and access to a car?.
Experience:
• 2nd Line IT Support: 1 year (preferred).
Work authorisation:
• United Kingdom (preferred).
Work Location: In person
Reference ID: Senior ServiceDesk Analyst