Service Desk Analyst

Do you want to join a busy service desk providing support to a wealth of businesses and helping to ensure the integrity of the department We have an exciting opportunity for an Experienced Service Desk Analyst to join us at our Head Office in Ossett as an integral part of our business.

Reporting to the Service Desk Manager you will be the point of contact and a representational face of Concorde for end users. As an analystyou will be responsible for answering support calls providing remote support via phone & online dealing with escalations and acting as a liaison between the customer service desk field service and other support teams.

You will have a wide technical experience with strong skills in Windows client/server operating systems Microsoft 365 administration and Microsoft Office applications including Teams Outlook Office and cloud solutions.

This is an opportunity to join a successful company at the right time and be instrumental in the guiding and developing technical excellence.

Responsibilities for the role may include some of the following:

• To provide remote technical support to the customer user base achieving contractual Service Level Agreements
• The ability to communicate technical issues to a nontechnical audience
• Professional and knowledgeable communication via telephone & email
• Incident Management of major incidents
• Document all technical solutions within the Service Desk knowledge base
• Provide technical support to apprentices and other engineers
• To record all incidents / changes within the Concordes service Desk tool
• Contribute to delivering a 70 remote resolution target
• Convert 65 of contacts (phone calls and mails) to events
• Answer inbound phone calls.
• Make outbound phone calls to customers keeping them informed on a regular basis
• Review and update known errors dB
• Incident / change / service requests assignment to appropriate service department
• End to end ownership of all incident / change / service requests through to closure
• Ability to provide a positive Service Desk experience
• Build internal / external relationships through effective methods of communication
• Identify and work towards service improvements
• Assess prioritise and manage workload ensuring contractual obligations are achieved
• Contributing to delivering team performance to adhere to Group Information Security Policy.
• Monday Friday day shifts between 8am6pm with support of our on call OOH rota.
• Any other tasks required for this role

Skills Knowledge and Experience (Essential)

• Around 2 years experience in a similar role and/or qualifications in Microsoft and related products experience in a similar role
• Ability to communicate to both technical and non technical users via phone call/email/ITSM tool.
• Good understanding of networks.
• Competent with Windows Operating Systems
• Basic understanding of Active Directory and Exchange
• Good understanding of Microsoft 365
• Good troubleshooting experience and end user focused.
• Ability to think logically and troubleshoot issues on cloud server and endpoint systems Windows Client/Server and Mac operating systems
• Security and confidentiality are essential to this role
• Have relevant experience providing support in an MSP environment including experience using an ITSM tool and remotecontrol software.
• Microsoft applications (Office Suite Teams etc)
• Printer configuration and setup
• Antivirus (ESET/Defender)
• Networking support including firewalls/routers/switches.
• Approachable with good interpersonal skills and the ability to interact with people at all levels
• Eagerness to learn and develop
• Ability to work independently and as part of a team.
• Driven and resilient with a meticulous attention to detail and a high level of accuracy
• Effective communication (both written and verbal)
• Highly organised with a willingness to work flexibly in response to changing requirements.
• Ability to operate within a team.
• To adhere to group information security policy.

Technical Skills Knowledge and Experience (Desirable)

• Azure
• Hyper/VMware Support.
• Active Directory Support.
• MS Exchange Support and Administration.
• Terminal Services Support (MS Citrix).
• WatchGuard Firewall Support
• Basic Cisco Routing and Switching Support
• Basic Understanding of IP routing and switching
• Understanding of Internet Connectivity (ADSL / SDSL / MPLS)

Benefits Include:

• An industry matching salary plus enhancement for 24/7 Rota.
• Pension Scheme.
• Death in Service Insurance
• A tailored professional and personal development plan.
• Receive ongoing training relevant to your position.
• Free financial wellbeing advice
• Work in attractive office space with plenty of free parking
• Birthdays off as a paid holiday
• Referral scheme for bringing superstars to the business

If youre seeking an exciting and challenging role where you can use your skills and learn new ones whilst influencing the success of growing business then apply now to discuss your experience and skillset.

Further information on the Concorde technology group can be found atwww.tctg

Concorde Technology Group are an equal opportunities employer and welcome applications from all sectors of the community.

No Agencies Please.