Service Desk Analyst (Ref 23.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 24 x 7 x 365 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 we need from you:

We need someone that is;

• 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.

What skills and experience do you need?

From an experience perspective we are looking for a minimum of 1 – 2 years’ experience working in a
customer support type environment.

Essential skills:

• 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.

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.