Service Desk Analyst

About Wavex

Wavex Technology is an established (founded 1998) and independent IT Managed Service Provider, offering secure and fully managed IT services. We are a Microsoft Gold Cloud Partner, a Direct Microsoft Cloud Services Provider (CSP) and ISO27001 accredited with prestigious clients in our portfolio.

About the role

You will be responsible for delivering first class support to our London based clients (some of whom have a global presence). You will be completing requests, resolving incidentsand escalating to the Infrastructure support team where more complex issues occur.

This role will offer hybrid working (home/Wavex office). Our office is based near Liverpool Street Station.

About the candidate

The candidate will be a motivated and driven individual who is happiest pushing the boundaries of their knowledge, is happy to pick up new technology’s, learn them and will be focused on providing exceptional support. The candidate should be a confident and capable communicator and able to provide comprehensive support onsite for desktop and EUC issues.

Responsibilities

Technical support

• Provide 1st line technical support to end users. Log and classify incidents and requests raised by the customer by telephone, email and via the Wavex's Service Now chat function

• Record calls from customers. Deal directly with requests and complaints and escalate problems in accordance with established procedures

• Troubleshoot and resolve issues with Microsoft desktop operating systems

• Support new starter process (i.e.create new usersconfigure mailboxes, distribution groups and calendar permissions) and leaver process

• Troubleshoot (and resolve) and/or escalate issues reported in relation to customer-specific business applications. Escalate to software vendors and liaise with them as and when required

• Demonstrate you are able to switch focus between activities to deal with competing demands/call volume

Call management

• Manage your time effectively to achieve the best productivity during the day /week

• Manage your call queue to the highest standard - prioritise and review regularly to ensure you are on top of the priority tickets

• Provide users with regular updates via telephone and the Wavex service management platform

• Ensure the tickets information are always of the highest standard (both, detail and quality of the written information)

• Proactively follow up with users as you resolve these to confirm the work is completed to their satisfaction

Processes

• Follow Wavex processes for core Service Desk functions such as Incident Management, Service Request Fulfilment and Problem Management
• Stay abreast and adhere to ITIL framework (policies and procedures) - make effective use of systems to support quality and efficiency

Technical experience (must have)

Experience of administering and troubleshooting:

• Citrix
• Microsoft Terminal services/RDS
• Microsoft Windows 7/8/10
• Microsoft Office 365
• Active Directory
• Azure Active Directory
• DNS and DHCP

Other experience (nice to have)

• ITIL v3/v4 Foundation Certification

• Experience of working in a structured, ITIL environment

• Experience of working towards specific SLAs

• Experience of working with high volume calls, to specific SLAs

• Experience of working in a structured ISO27001 environment with specific awareness of Security Incident processes

• Experience of Intune

• Experience working within a Managed Service Provider (MSP)

• PTRG monitoring or infrastructure monitoring toolsets

• Windows Server Administration

Professional experience / about the person

• Clear and fluent English (written and spoken)
• Excellent communication and interpersonal skills
• Professional and punctual
• Team player
• Ability to lead by example - developing and maintaining respectful and inclusive working environment

Few highlights on benefits of working with Wavex

• Working in an inclusive environment
• Performance based bonus (up to 6k per annum)
• Working with the latest (cloud) technologies
• Industry renowned training/certifications (sponsored by Wavex)
• Personal development time (with the use of Pluralsight training platform)
• Wide range Company benefits
• Generous holiday entitlement (earn additional days with years of service & day off on your birthday)

And more!