The Role
This is an excellent opportunity to join our combined Workshop and Service Desk team and play a vital part in the continued growth of a very reputable MSP. The role offers an exciting opportunity for someone to join our growing team within a service‑led company that uses cutting edge modern technology. With a high level of responsibility, this dynamic role offers an opportunity to get involved with a range of tasks and have a direct impact on the business. Reporting to the Technical Delivery Response Lead, you will spend most of your time in our Workshop and Service Desk, delivering high quality technical support to our clients, fulfilling build requests, setting up new starters, off‑boarding leavers, and ensuring that our clients receive an excellent service at all times.
Main Responsibilities
Workshop
- Fulfilling Workshop tickets ensuring all tickets are scheduled accurately and efficiently and completed in accordance with SLAs.
- Providing well‑thought‑out and comprehensive updates to clients, ensuring an best‑in‑class client experience is always achieved.
- New starters/leavers: responsible for ensuring all new joiners have a seamless IT setup (hardware, accounts, access, and software) and that leavers are properly off‑boarded (secure wipe, return, and stock management).
- Hardware/Software builds: fulfilling build requests, including utilising automated deployment processes where appropriate.
- Security & compliance: ensure all builds follow company standards and data protection regulations.
Service Desk
- Acting as the first point of contact for clients seeking technical support.
- Ensuring calls and emails are logged quickly and efficiently.
- Providing remote diagnostics of support cases, following prioritisation guidelines and ensuring SLA’s are adhered to at all times.
- Supporting our clients via the support system, ensuring our processes and workflows are followed and the system is updated with all call and applicable internal notes.
- Providing well‑thought‑out and comprehensive updates to clients, ensuring an best‑in‑class client experience is always achieved.
- Escalating to 2nd Line support colleagues or requesting help or advice from colleagues as applicable.
- Completing proactive maintenance of client networks using our proactive support tools.
- Manging client documentation.
Person Specification
- Minimum 2 years’ experience in Workshop & 1st line support roles.
- Professional, friendly approach with the ability to perform well under pressure.
- Punctual and good attention to detail.
- Excellent written and verbal communication skills.
- Good troubleshooting/problem solving skills.
- Office 365 administration & troubleshooting skills.
- Desktop troubleshooting.
- Enthusiastic to learn and develop skills.
- Network & firewall knowledge and troubleshooting.
- Windows server administration.
- Strong knowledge of Windows OS deployment and imaging tools (Autopilot, Intune, etc).
- Solid understanding of Office 365 administration and account provisioning.
- Excellent hardware troubleshooting skills across desktops, laptops, and mobile devices.
- Knowledge of virtualisation software and cloud services such as Azure and AWS would be beneficial.
What We Offer
- 25 days holiday + bank holidays.
- Flexible working.
- Full health insurance.
- Games room including consoles, pool table, tennis table, dartboard.
- Well stocked kitchen including a decent coffee machine and teabags (!), monthly breakfast club, breakfast food, office pick‑n‑mix, and drinks fridge.
- Monthly company update day including a briefing from the Board, team meetings, training sessions, and a ‘grand’ lunch.
- Employee Assistance Programme/Support.
- Employee & Client referral scheme up to £1,000.
- Professional development opportunities including internal training, external certification, general and soft skill development, industry training/conferences, and everything in between.
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