IT Support Engineer - 1st & 2nd Line - Reed : Job Details

IT Support Analyst | Helpdesk | 0365 | AD | Active Directory | 1st Line | First line | 2nd Line | second Line | Contract | inside ir35 | Farnborough

1st / 2nd Line IT Support Analyst with outstanding customer service required to join a growing MSP based onsite in Farnborough for an initial 3 month contract outside IR35.

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 end users in a professional and polite manner
• Working to resolve where possible calls as FTF (First Time Fix)
• Working within SLAs to manage customer issues and ensure calls are handled correctly, escalating to internal teams or 3rd parties where necessary
• Following up with customers at the completion of a ticket from any team to ensure their satisfaction before closing the ticket
• Ensuring that any ticket raised – for FTF or onward escalation has complete detail of the issue and all tasks undertaken in the resolution of the ticket to date
• Ensuring all tickets raised are completed to a high standard of information, where necessary capturing any changes to the end user information – eg contact number, working location, equipment asset tag etc

What we need from you:

• Active Directory, O365, Blackberry, Sharepoint
• A good understanding of Help Desk tools
• Excellent understanding and practical experience of Windows based environments
• Knowledge of incident, problem, request, change and release management.
• Ability to use logic and reason to troubleshoot and fault find.
• Excellent communication skills
• Excellent customer service

IT Support Analyst | Helpdesk | 0365 | AD | Active Directory | 1st Line | First line | 2nd Line | second Line | Contract | inside ir35 | Farnborough