Core is a Microsoft Cloud Managed Service Partner, specialising in Microsoft 365 technology for people and businesses who want to realise modern workplace technology solutions to drive their business forward. We specialise in providing a wide range of services, solutions and software to optimise our clients’ Microsoft investments.
Job Description
The 2nd Line Support Analyst is accountable for the high level of customer service and client satisfaction within the Service Desk environment. The person fulfilling this role must ensure SLA’s are met and the individual must proactively manage and prioritise their workload alongside the development of a positive working relationship with CORE customers and staff.
Responsibilities include:
- Provision of 1st & 2nd line support service for software and hardware Incidents and Service Requests via phone calls, emails and self-service tickets
- Efficient and accurate logging of incidents and requests with a high first-time fix rate into ITSM tool
- Installation of hardware & software and the provision and support of mobile devices.
- Working collaboratively with other teams where Incidents and Service Requests require cross-functional activities
- Ensuring diagnostic information is fully compiled prior to any escalation
- Documentation of resolutions into Knowledgebase and update service documentation as appropriate
- Identification of service improvement opportunities
- Project delivery support
- Adherence to ITIL standards
The Role and the Team
The Core Service Desk is comprised of a team of highly skilled Support Analysts with extensive experience in supporting users in a professional setting. Adherence to Core’s values of respect to our customers and colleagues and delivering a responsive, expert service is a must.
Essential
- Demonstrable experience working in an IT Service Desk environment for a Managed Service Provider.
- Excellent verbal and written communication skills
- Proven software\hardware troubleshooting skills and an ability to communicate with a non-technical audience in a helpful manner.
- PC\Desktop Support knowledge including Windows OS 10 and 11), MS Office 365.
- A willingness to learn and develop new skills.
- A proven track record of providing high level customer satisfaction and improvement initiatives.
- Be prepared to work on a 7-day shift basis that includes occasional weekends and bank holidays.
Desirable
- Microsoft certification (MCSE/MCSA/MCP's)
- Office365
- PowerShell
- Azure
- Windows Defender
- MacOS experience
- Microsoft Intune
- Routers, printers, laptops, firewalls and switches
- Working knowledge of a service management tool
- ITIL v3 or v4 Foundation certification
Competencies and Behaviours
- Positive and can-do attitude
- An ability to take a methodical approach to service issues
- Able to work both on own initiative
- Ability to work collaboratively with others
- Ability to work under pressure to meet SLA's and remain calm in stressful situations
- Ability to follow processes and procedures
We offer:
- Work from home contract.
- Appropriate, modern technology to support the fulfilment of your role.
- Significant focus on Learning + Development.
- Two paid leave days per year to volunteer for causes that resonate with Core's values, such as charitable efforts, environmental initiatives, and supporting the next generation in tech.
- English classes with native speakers.
- Multisport card.
- Private healthcare.
- Death in Service Life Assurance.
