1st and 2nd Line Service Desk Analyst

Job Description

A top brand Isle of Man eGaming licence holder with a rich history and excellent infrastructure is seeking a 1st & 2nd Line Service Desk Analyst.

Duties include:
Serve as the first point of contact for customers seeking technical assistance
Provide 1st and 2nd line technical support for hardware and software issues
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Ensure all calls are logged into the Incident Handling solution and progress notes are added to all calls
Ensure that all customers receive a 1st response with 15 minutes
Managing the timely resolution of all opened calls
Always follow up with customers to ensure full resolution of issues
Direct unresolved issues to the next level of support personnel
Always deliver exceptional customer service
Follow-up and update customer status and information
Proactively managing problem calls through to completion in a timely basis
Pass on any feedback or suggestions by customers to the appropriate internal team
Work well under pressure
Working on multiple issues at the same time (multi-tasking)
Pro-actively identifying potential problems and issues, taking ownership and putting forward a plan for resolution
Identification of potential opportunities to replace or implement new solutions or equipment at sites
Sharing your technical knowledge on troubleshooting and diagnosing problems
Identify and suggest possible improvements on procedures
Writing, editing, and revising training manuals for new and updated software and hardware
Delivering exceptional customer service and demonstrating the ability and desire to go ‘above and beyond’ for customers

Skills and experience required:
Microsoft Technologies (O365, Teams, Active Directory, Exchange, Windows 10 etc..)
Apple workstation builds/imaging
Remote Management/Deployments
Network Print services
Basic Networking skills
Lenovo Hardware
Imaging (SSCM, WDS)
Good understanding of computer systems, mobile devices and other tech products
Browser technologies (IE/Chrome)
Cisco Skills (VOIP, Networking, General Telecoms)
Symantec End-Pint Protection
Airwatch/WorkspaceONE administration
Fault finding, analysis and technical troubleshooting
Under the hood desktop operating system skills
Apple OS X workstation and Server
Active Directory Administration
Networking and firewalls concepts
Basic scripting/automation skills
Backup technology
Desktop Virtualisation (VDI – Horizon VIEW & Cloud)
Security concepts
Very strong all-round technical competence