Job ID 276880
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 1 month contract inside 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 etcWhat 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 serviceIT Support Analyst | Helpdesk | 0365 | AD | Active Directory | 1st Line | First line | 2nd Line | second Line | Contract | inside ir35 | Farnborough