IT Service Desk Analyst (Ref 1.SO)

What you’ll be doing:

You will be part of the team that represent the face of  Prolinx to its managed service customers as such operating on the front line.

This is a shift based role that ensures we can provide our customers with a 24x7x365 service.

A typical breakdown of your role would be:

• Acting as an initial point of contact for external and internal customers providing support to users
• Ensuring that all communications to the Desk, phone calls, e-mails etc. are answered promptly and in a professional and courteous manner
• Responding to requests for support by identifying, registering and categorising incidents
• Identifying and communicating ideas for improvements in quality and/or efficiency
• Resolve issues at first call using standard operating procedures and knowledge base
• Troubleshooting and resolving basic technical issues
• Following agreed procedures, promptly allocating incidents as appropriate and in accordance with agreed SLA’s and KPI’s
• Ensuring customers are provided with regular updates, and progression is made in line with Service Level Targets
• Ensuring that all actions and diagnostics performed are recorded accurately in the Service Management Tool

What skills and experience do you need?

Essential skills:

• A minimum of 1-2 years’ experience working in a customer support environment
• Excellent customer Service communication skills (both verbal & written)
• Ability to obtain Government Security Clearance (SC) with no restrictions.
• IT support skills
• Microsoft Office suite
• Windows 10 and Microsoft Server 2016-2019
• Active Directory and User Account management
• General knowledge of basic software installation and network hardware (Desirable)
• General knowledge of desktop computing
• Ability to troubleshoot technical support issues

Desired skills:

• Working with LINUX operating systems
• Network design and TCP/IP
• Server backups and restores
• Operating and configuring monitoring tools such as SolarWinds or Icinga
• Laptop/Desktop builds from bare metal

What we need from you:

• Strong at problem solving with excellent time Management & organisational skills
• Able to work autonomously or as part of a team
• A desire to grow and develop in the role and through the company
• Pride in what you do
• Ready to work under pressure and within strong security constraints
• Prepared to work in technologies outside of your core skill set with the support and guidance from others
• Prepared to travel, when necessary, to customer sites or other Prolinx locations
• Able to obtain Security Clearance to SC level and potential to DV

A bit about us

Prolinx offers a great opportunity to grow your career and can offer many prospects for the future. If you’re ambitious, highly self-motivated and ready for a challenge then this is the time to join an exciting and vibrant company and have the opportunity to work for a UK market leader in secure managed services.

We are always on the lookout for talented individuals to join our growing team. As a UK based SME, we are keen to expand our network and develop our services so we need people we can rely on, who work well in a small team and who are confident in what they do.

You will be a part of a great company, where your skills and experience will be tested and valued.