2nd Line Service Desk Analyst
Location: Wool, Dorset - 5 days onsite
Salary: Up to £37,000 per annum
Apply below after reading through all the details and supporting information regarding this job opportunity.
Type: Permanent
Start Date: Flexible - all start dates considered
We're looking for a 2nd Line Service Desk Analyst to join the existing team of one of our MSP clients, providing IT support to a major public sector organisation based in Wool, Dorset.
This is a genuinely customer-facing role we're not looking for someone who simply picks up the phone and works through tickets. You'll provide face-to-face support, build relationships with users and take ownership of issues through to resolution.
You'll join an established team of five, with this additional position being created to provide extra support.
The Role
You'll be responsible for:
- Providing 2nd-line face-to-face and remote IT support
- Managing around 8-10 tickets per day
- Supporting Microsoft 365 and wider Microsoft technologies
- Password resets, account management and access requests
- Dealing with more complex technical requirements
- Supporting users with SharePoint, Power Apps and/or Power BI
- Escalating issues where appropriate and taking ownership through to resolution
- Attending CAB meetings when required
- Maintaining strong customer relationships and providing excellent service
About You
We're looking for someone with previous 2nd-line IT support experience, strong Microsoft knowledge and excellent customer service skills.
Experience with SharePoint, Power Apps or Power BI is important, but you don't need to be an expert. xgikmsk We're simply looking for someone who has had some exposure to these technologies and has supported users with them.
You'll also need:
- Good Microsoft 365 experience
- Experience with account and access management
- Strong troubleshooting skills
- Excellent communication and face-to-face customer service skills
- A proactive approach and the ability to handle more complex requirements
Up to £37,000 per annum | Wool, Dorse
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