Job Description
We're working with a high profile Managed Service Provider who are looking for a Service Desk Support Analyst to assist with out of hours support on a short term rolling contract. You will play a key role, as our Service Desk acts as the first line of contact with customers. Our Service Desk provides the most customer-facing aspect of our business and works to efficiently resolve IT issues both proactively and reactively. As the Level 2 Support Analyst, you require a broad and general understanding of products, operating systems and services to allow you to gather information, analyse symptoms and determine/troubleshoot basic problems. Have a sound understanding of a broad range of technology products and services to empower you to seamlessly and professionally assist your clients.
Key Responsibilities:
- Work on assigned Service Tickets in line with associated SLA’s.
- Self-enter a ticket for any work assigned to you via email, phone or verbally.
- Monitor & manage system alerts and notifications and respond accordingly through service tickets.
- Ensure ticket entries are clear and concise.
- Provide unsurpassed Level 2 Support, including but not limited to solving issues such as;
- Problems with usernames and passwords, Physical layer issues, Verification of hardware and software setup, Installation, reinstallation & uninstallation issues
- Look for potential upsell, cross-sell or expanded services opportunities through your client engagement and articulate through to the assigned sales BDM for the client.
- Maintain the data integrity and validity of all company systems utilised in your role; ConnectWise, CW Automate
- Ensure all your time daily is recorded in tickets and prompt submission of weekly timesheets
- Establish a trusted working relationship with your peers throughout the company.
- Proactively manage internal/external expectations by keeping lines of communication open at all times.
- Achieve & maintain Technical Certifications on products/solutions as outlined by CTP Management in line with a company focus. Including but not limited to also have a general understanding of;
- Experience with ConnectWise Manage and Kaseya is an advantage
- Operating Systems (both client & server)
- Knowledge of virtualization, administration level
- Strong understanding of troubleshooting Windows server and Windows domain environment
- Networking/infrastructure skills (TCP/IP, DNS, DHCP)
- Hyper-V or VMWare
- Some cloud experience with AWS or Azure
- Office 365 and other Microsoft standard offerings
- Ensure completion of all assigned tasks within deadlines outlined by Management and/or others.
- Adhere to all policies and procedures as outlined by CTP’s Management Team.
- Propose any ideas, improvements or suggestions that you believe will help you to fulfil your responsibilities and/or benefit the overall business.
Key Performance Indicators:
- Meeting company SLAs within the service desk
- Exceeding expectation on client satisfaction survey – annually
- Completion and maintenance of Technical Certifications as outlined by CTP
- Adherence to CTP policies and procedures
- Adherence and execution of all key responsibilities as outlined above
- Maintenance of all company systems as outlined
