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IT Support Analyst | Helpdesk | 0365 | AD | Active Directory | 1st Line | First line | 2nd Line | second Line
1st / 2nd Line IT Support Analyst with outstanding customer service, in addition to a fundamental technical understanding of IT support, required to join an MSP based onsite in Farnborough.
As the first point of call within IT, you will be responsible for providing IT support 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 users in a professional and polite manner• Raising incident and service request tickets on behalf of users• Capturing all required information relating to the user’s issue/request• Triaging and prioritising tickets in their own and the teams’ overall queue• Responding to and resolving tickets within each customer’s agreed SLA• Escalating tickets to 2nd line, 3rd line or 3rd party suppliers as required Endeavouring to resolve tickets as FTF (First Time Fix) wherever possible• Producing internal support articles for the team to aid in ticket FTF• Producing customer-facing user guides• User administration in Active Directory• User administration in Entra ID / M365 Admin Centre• Mailbox administration in Exchange Admin Console / Exchange Online• Teams support and troubleshooting using Teams Admin Centre• SharePoint support and troubleshooting using SharePoint Admin Centre• Endpoint device troubleshooting using InTune Admin Centre
What we need from you:
• A good understanding of incident management tools/ticket systems• Excellent technical understanding and practical experience of supporting users in Microsoft environments (hybrid and cloud)• Knowledge of incident, problem, request and change management• Ability to use logic and reasoning to troubleshoot and resolve incidents on own initiative• Excellent communication skills• Excellent customer service skills
What you'll get in return:
As well as a salary of between ÂŁ25-28k (DOE), you will also get a starting annual leave allowance of 20 days (increasing with service) + BH and eligibility for the company bonus scheme.
This is a 35-hour working week position (7hrs per day) with an expectation that those hours are fulfilled between 08:00 to 18:00 Mon to Fri on a shift rota.
If you have experience of 1st and 2nd line support and looking to join a business that really cares for their staff then hit apply now!
IT Support Analyst | Helpdesk | 0365 | AD | Active Directory | 1st Line | 1st line | 2nd Line | second Line
