1st and 2nd Line Support Desk Roles – Hybrid Working

Cordius is working with a renowned IT MSP based in Derby, Pride Park. They are going through a wave of expansion and are currently looking for a number of 1st and 2nd Line Support Desk Analysts to join their team.

Location: Derby, Pride Park/ WFH

Salary: 1st Line £24,000 -£30,000/ 2nd Line £30,000 – £36,000

Hours: Mon – Fri, 13:00pm – 22:00pm OR Mon, Tues, Wed, Fri, Sat – 12:00pm – 21:00pm

• Hybrid and Work from Home model available after initial training

The successful candidate will be responsible for the delivery and coordination of IT services to company’s national and international customers and partners – in return, company will offer excellent development opportunities and provide full training.

Responsibilities:

• Answer client requests via telephone and email
• Maintain a customer focused service though the lifecycle of each ticket by managing customer expectations by keeping customer informed of progress
• Triage and troubleshoot customer issues with first class telephone support, gathering and analysing information to identify and resolve as quickly as possible
• Classify tickets accurately and prioritise In lines with Service Level Agreement
• Log service desk tickets, ensure all information is correctly captured, assign the correct priority and status to the ticket
• Liaise with external support companies and suppliers where necessary
• Update tickets accurately and ensure tasks are progressed through to a satisfactory conclusion

Experience/ Skills:

• Practical experience of technology OR 1 Year/ 5 years’ experience of End User IT Support Experience
• Active Directory Admin skills/ experience
• Azure and SharePoint backend experience
• Outlook troubleshooting – sync Issues and e-mails experience
• Desktop support on Microsoft Windows & Office application stack
• Previous customer service skills
• Good problem-solving skills and analytical and diagnostic skills for problem resolution and root cause analysis
• Good working knowledge of Microsoft products (Outlook, Excel, PowerPoint, etc.)
• Ability to work as a part of a team and own initiative
• Ability to prioritise tasks and projects
• Accuracy and attention to detail
• Highly motivated, flexible and committed attitude who enjoys working in a fast-paced environment
• Able to understand and follow standard documented processes