Senior Service Desk Analyst

Job Description

About Wavex Wavex Technology is an entrepreneurial, multi-award winning and independent MSP, offering a range of fully managed IT services. We are a Microsoft Gold Cloud Partner, a Direct Microsoft Cloud Services Provider (CSP) and ISO27001 accredited with prestigiousclients in our portfolio. We are a multimillion-pound fast-growing company with a unique offering (our Business Service Platforms APEX®) which improves clients security and end-user experience. We design, deliver and manage solutions to meet our clients strategicand IT needs across Cloud (predominantly Azure), Infrastructure, Network and End-User services and modern workplace solutions. We have also developed a range of innovative systems covering areas from automation to governance and security, all helping us distinguishour services from other providers.About the roleYou will be responsible for delivering first class support to our London based clients (some of whom have a global presence). You will be completing requests, resolving incidents and escalating to the 2nd line support team where more complex issues occur.This role will offer hybrid working (home/Wavex office). Our office is based near Aldgate station.About the candidateThe candidate will be a motivated and driven individual who is happiest pushing the boundaries of their knowledge, is happy to pick up new technology’s, learn them and will be focused on providing exceptional support. The candidate should be a confidentand capable communicator and able to provide comprehensive support onsite for desktop and EUC issues. The candidate will be capable of dealing with complex issues and researching resolution. Responsibilities Technical support• Provide 1st and 2nd line technical support to end users. Log and classify incidents and requests raised by the customer by telephone, email and via the Wavexs Service Now chat function• Provide an escalation function and look at faults and incidents on end user compute issues with a more indepth approach, ensuring the issue is researched and troubleshooted.• Record calls from customers. Deal directly with requests and complaints and escalate problems in accordance with established procedures• Troubleshoot and resolve issues with Microsoft desktop operating systems, printers, Audio visual, meeting room equipment and wallboard technologies.• Support new starter process (i.e. create new users configure mailboxes, distribution groups and calendar permissions) and leaver process• Advanced Troubleshooting and resolution of customer-specific business applications. Escalate to software vendors and liaise with them as and when required• Demonstrate you can switch focus between activities to deal with competing demands• Act as a technical and customer point of knowledge for the team to improve resolution levels.• Manage your time effectively to achieve the best productivity during the day /week• Manage your call queue to the highest standard - prioritise and review regularly to ensure you are on top of the priority tickets• Provide users with regular updates via telephone and the Wavex service management platform• Ensure the tickets information are always of the highest standard (both, detail and quality of the written information)• Proactively follow up with users as you resolve these to confirm the work is completed to their satisfaction• Follow Wavex processes for core Service Desk functions such as Incident Management, Service Request Fulfilment and Problem Management• Stay abreast and adhere to ITIL framework (policies and procedures) - make effective use of systems to support quality and efficiencyTechnical experience (must have)• Experience of administering and troubleshooting: o Citrix o Microsoft Terminal services/RDS o Microsoft Windows 7/8/10 o Microsoft Office 365 o Active Directory o Azure Active Directory o DNS and DHCP Other experience (nice to have) • ITIL v3/v4 FoundationCertification • Experience of working in a structured, ITIL environment • Experience of working towards specific SLAs • Experience of working with high volume calls, to specific SLAs • Experience of working in a structured ISO27001 environment with specificawareness of Security Incident processes • Experience of Intune • Experience working within a Managed Service Provider (MSP) • PTRG monitoring or infrastructure monitoring toolsets • Windows Server Administration Professional experience / about the person• Clear and fluent English (written and spoken) • Excellent communication and interpersonal skills • Professional and punctual • Team player • Ability to lead by example - developing and maintaining respectful and inclusive working environmentHighlights of working at Wavex• Working in an inclusive environment• Performance based bonus (up to £6,000)• Working with the latest (cloud) technologies • Industry renowned training/certifications (sponsored by Wavex) • Personal development time (with the use of Pluralsight training platform)• Wide range Company benefits• Holidays - 23 days when you start, plus bank holidays, then earn additional days with years of service, Day off on your birthdayAnd more!

Keyskills :
DHCP Windows Azure 2nd Line ITIL Process