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Service Desk Analyst Level 1 - Cloud Hosting and Security

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Service Desk Analyst Level 1 - Cloud Hosting and Security

Posted 4 months ago

What are we all about?

At Access we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from professional services to manufacturing to not for profits and more. We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business. That's why over 1 million users and over 10,000 organisations rely on Access software to help their organisation thrive.

About you:

You are the type of person who is happy to help customers in such a way as to build their skills, increase their efficiency and enhance their enjoyment of using the systems you support. You must be a highly organised and disciplined person with a passion for Information Technology. A passion for providing exceptional customer service is a must and the personal drive to deliver service that exceeds the expectation of the end user through a positive, well organised and structured work ethic. The right candidate will be provided with all the support necessary to succeed in this role and to develop within Access UK Ltd. This role would suit a Graduate looking for their first opportunity in Information Technology with fantastic career progression opportunities.

Day-to-day, you will:

  • Provide 1st line support via our Service Desk system for a wide range of external and internal applications, Operating Systems, virtual environments and hardware and achieve team SLA’s
  • Acting as the 1st point of contact in delivering the best possible support to our customers and internal user base
  • To log, update and manage all calls via the IT call logging system • Incident categorisation, prioritisation and escalation of Service Desk incidents and requests
  • To take ownership of problems and be proactive when dealing with all issues.
  • Provide basic maintenance and break-fix solutions of internal systems within SLA’s
  • To allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents
  • To allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents
  • Communication with all areas of the business including
  • - Service notifications and service failure updates
    - User training and ‘how to’ information and guidance

Your Skills and Experiences likely include:

  • Previous experience of working in a busy Service Desk environment
  • Excellent customer service skills
  • ITIL Foundation V3 or V4 certification (desirable)
  • CompTIA A+ qualification (desirable)
  • Understanding of mobile telephony and smart devices
  • Understanding of Active Directory (desirable)
  • Experience of working to defined service levels
  • Support knowledge of Windows Win 7/10/iOS Operating Systems
  • Support knowledge of Microsoft Office 365 desirable)
  • A keen desire to learning new skills and developing a career in IT
  • Flexibility is required with some out of hours work

What does Access offer you?

We are a growing software company and we deliver on what we say we do! We take the development of our people very seriously!

We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.

In addition to our standard benefits of 25 days holiday, a match contributory pension and healthcare you will get:

  • A Competitive Salary
  • Giving Back/Charity days
  • Quarterly Socials
  • 6 weeks Sabbaticals (after 6 years of service)
  • The Access Group Big Break: our all-expenses paid holiday to Spain