- Provide 1st line support to boxxe's Managed Services customers
- Troubleshoot, diagnose and resolve IT issues with hardware, software and network devices
- Manage monitoring‐platform alerts by acknowledging, troubleshooting and resolving them where possible
- Follow boxxe's Standard Operating Procedure for ticket management
- Achieve a high level of first‐time fixes
- Evaluate and chase escalated tickets to meet customer demands
- Manage third‐party communication and tickets through portals and email
- Escalate incidents and requests appropriately and promptly to senior teams
- Communicate between the service desk, NOC, resolver groups and end users
- Communicate with all levels of the business in written and verbal form
- Maintain high customer satisfaction
- Provide customers with regular ticket‐status updates
- Meet and exceed customer‐specific service level agreements (SLAs)
- Manage multiple workstreams while maintaining accurate timekeeping and time logging
Requirements
- Basic IT knowledge with a willingness to expand skills
- Basic understanding of hardware and software components
- Experience using M365, Active Directory and MS Exchange
- Exemplary communication skills including telephone manner
- Previous Service Desk Experience (Desired not essential)
- Experience using an ITSM Platform – ServiceNow, AutoTask or similar (Desired not essential)
- Experience working with an event monitoring platform (Desired not essential)
- Experience with Cisco Meraki dashboards (Desired not essential)
Core Competencies
Demonstrates proficiency in troubleshooting and resolving IT issues while maintaining high customer satisfaction. Capable of managing multiple workstreams and effectively communicating with various stakeholders.
Highest-signal resume keywords
- 1st Line Support
- Troubleshooting IT Issues
- M365 Experience
- Service Desk Experience
- Communication Skills
ATS Optimization Keywords
Hard Skills
- Basic IT Knowledge
- Hardware Components Understanding
- Software Components Understanding
- Ticket Management
- First-Time Fixes
Soft Skills
- Exemplary Communication Skills
- Customer Satisfaction Focus
Industry Keywords
- ITSM Platform
- Event Monitoring Platform
- Service Level Agreements
- Third-Party Communication
- NOC Communication
Tools & Technologies
- Active Directory
- MS Exchange
- ServiceNow
- AutoTask
- Cisco Meraki Dashboards
Managed Service Support Analyst in Hemel Hempstead employer: Jobtailor
As a Client Services Coordinator at our dynamic company, you will thrive in a supportive work culture that prioritises employee growth and development. We offer comprehensive training, opportunities for advancement, and a collaborative environment where your contributions are valued. Located in a vibrant area, our team enjoys a healthy work-life balance and the chance to engage with diverse clients, making every day rewarding and meaningful.
