Service Desk Analyst - Huntingdon and London

Responsible for providing technical IT support to both internal and external customers.

Experience Required

  • Experience of MSP Environments
  • Monitoring Tools (NOC)
  • Knowledge of Virtualisation Environments
  • Knowledge of Storage Platforms
  • Networking skills
  • Firewall skills
  • ITIL Experience
  • Educated to GCSE level in Maths and English or equivalent
  • Good communication skills
  • Microsoft Server and Desktop OS
  • Microsoft Exchange & O365
  • Proven Customer service skills
  • Positive, enthusiastic and supportive individual
  • Ability to take ownership of and progress issues
  • Ability to work under pressure
  • Ability to work in a team and to support team members
  • Excellent communication and interpersonal skills
  • Ability to build good working relationships with internal and external contacts

Main Duties

  • To provide technical support to customers including server, desktop and networking infrastructure
  • To liaise with and build strong working relationships with key customer contacts
  • To be an ambassador for EACS to maintain and enhance the reputation of EACS
  • To record all calls to ensure accurate information about the client’s systems is maintained and available to other support personnel and account managers
  • Escalate issues in line with guidance
  • To have a flexible approach and attitude
  • To work with other support staff to build knowledge and skills pertinent to the sites supported
  • To comply with all necessary working practices relating to the customer site
  • To build strong relationships with customer account managers
  • To take a proactive approach to customer IT systems to ensure problems are avoided and the longer-term development of the customer IT systems are considered
  •  To be able to work autonomously with minimal supervision
  • To be able to manage demanding users on customer sites who have high expectations
  • To be able to communicate technical issues and concepts to a non-technical audience
  • Work together with your Line Manager to develop and enhance your knowledge and skill sets
  • There may be a requirement to provide cover to other customer sites when absence by other engineers dictates
  • Any other relevant tasks commensurate with your position, as directed by your Line Manager or appropriate Company Director

Behaviours and Key Competencies

  • Proven abilities to take initiative and be innovative
  • Analytical mind with a problem-solving aptitude
  • Positive, enthusiastic and supportive individual
  • Ability to take ownership of and progress issues
  • Ability to work under pressure
  • Ability to work in a team and to support team members
  • Ability to build good working relationships with internal and external contacts

Critical Success Factors

  • Successful attainment of customer SLAs
  • Achieving KPI targets
  • Reducing outstanding Service Desk calls
  • Reduce the resolution time of customers
  • Move to the Left Philosophy
  • Continuous Improvement
  • Simplification & Automation Focus