Senior Support Analyst

Simpson Judge
Published
27th May 2021
Location
Edinburgh, United Kingdom
Category
Job Type
Salary
£25000 - £30000 per annum

Description

Main Duties and Responsibilities:

• General IT support, dealing with hardware and software, networking, connectivity and telephony enquiries as part of a small team of staff, to deliver and communicate a professional high-quality service level to end users within agreed SLA’s
• Routine server maintenance and monitoring
• Liaise with 3rd Party suppliers and escalate support tickets through the relevant teams while keeping the customer informed
• Management of own ticket and change requests in the internal system ensuring all notes and details are up to date and accurate
• Adhering to formal processes
• Management of time in line with SLA, agreements, and billable hours
• Liaise with 3rd Party suppliers as well as Tier 3 and escalate support tickets and Change requests through the relevant teams whilst keeping the customer informed
• Completing tickets and Change requests from initial contact through to completion for all customers, ensuring all agreed processes are adhered to
• Ensure that the billing handovers are completed in an accurate and timely manner
• Ensure that all requests for support assigned to you are being dealt with according to agreed procedures
• Ensure that the use appropriate tools and methodologies are being used
• Ensure that you are drafting documentation for support
• Ensure that appropriate software and tools are being used to complete tickets and Change requests in an efficient manner
• Ensure that the customers are being updated regarding ongoing ticket and change requests on a regular basis
• Ensure that you are managing your time effectively on a daily, weekly and monthly basis
• Participates in support and Operations meetings where appropriate
• Ensure that you conduct yourself in a professional manner
• Ensure that you are managing your time on tickets and change requests in the most efficient manner
• Ensure that you can complete Communication, Voice and Managed Service’s tickets and Change requests.

Desirable Skills:

• Previous Support experience within the IT/Telecoms industry an advantage
• Knowledge of hardware install and removal, fault and troubleshooting
• Understanding of remote support methodology
• Understanding of hosted Cloud Solutions
• Implementing and supporting Microsoft 365 Services (Exchange, Teams, Sharepoint and OneDrive
• Azure AzureAD
• Intune experience
• Windows Server Support (2012, 2016 and 2019)
• Windows 10 Desktop Support
• Active Directory administration
• Backup & Disaster Recovery
• WAN Topologies and Connectivity
• Monitoring and Alert remediation
• Experience supporting a busy helpdesk dealing with escalated issues.
• Cyber Security Skilled
• Ideally experience working for an MSP
• Outstanding communication skills
• High standard documentation methods
• Provides 5-star service.

Apply
Drop files here browse files ...

Related Jobs

Financial Accountant   Dagenham, United Kingdom new
11th June 2021
Service Delivery Manager   Edinburgh, United Kingdom new
11th June 2021
Part Time Company Accountant - Urgent   Knutsford, United Kingdom new
11th June 2021
Accounts Assistant   St Helens, United Kingdom new
11th June 2021
Financial Accountant   Gloucester, United Kingdom new
10th June 2021
Top

latest tweets

Financial Accountant, Dagenham, £50k, Accountancy (Qualified) https://t.co/qvPAAG34Wz #jobs #simpsonjudge

Fri Jun 11 14:00:31

Service Delivery Manager, Edinburgh, £30k-35k, IT https://t.co/waRjT9O0pg #jobs #simpsonjudge

Fri Jun 11 13:11:10

About us

We specialise in Executive Appointments, EA / PA, Accountancy & Finance, Professional Practice, Corporate Finance and Investment Banking. We take an innovative approach to talent search for our clients and conduct proactive searches on behalf of our many exclusive candidates seeking their ideal role in the market.

Are you sure you want to delete this file?
/