Service Desk Analyst L1 – Overnight Shift

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Angajator: The Access Group
Domeniu:
  • IT Software
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • Timisoara
  • Job la nivel national
    Actualizat la: 05.06.2023
    Remote work: Remote
    Scurta descriere a companiei

    The Access Group is one of the leading providers of business management software to small and mid-sized organizations in the UK, Ireland, and Asia Pacific. Over the past years, we’ve gone from almost 1,000 to 6,000 people. We help over 60,000 customers across commercial and not-for-profit sectors become more productive and efficient.
    Our Global Operations Center in Romania is on a journey of continuous growth and want to engage with top talent around the country. Headquartered in Timisoara, we offer you the possibility to work remote and join our offices at your choice.
    Helping everyone at Access Love work and Love life is at the heart of everything we do. It shapes how we do things and allows us to create a place where people want to be and can be at their best.
    We’re passionate about our values, which guide how we all make decisions and get things done. We love to make our customers lives easier so our value to ‘Make Access better every day’ is one we’re obsessed with. From attracting the right people, helping them grow and be the best they can be, we’re helping people at Access to love what they do and be happy.

    Cerinte

    Day-to-day, you will:
    • Drive quality ticket logging and triage to ensure successful handover to 2nd line teams when deeper investigation is required.
    • Provide regular customer updates and communications in line with service expectations.
    • Operate as part of a team providing 24x7 support service to UK customers including peak times / mass volume events / major incidents.
    • Drive for a skilled / quality customer interactions and high first contact resolution where possible.
    • Take personal responsibility and ownership for tickets and seeing them through to resolution.
    • Perform scheduled customer environment maintenance and routine tasks to support service availability and performance KPI.
    • Support 2nd line engineers with planned change and improvement activity.
    • Proactively respond to monitoring alerts and events to maintain services.
    • Ensure knowledge management articles are continuously created / amended following new learning.

    Responsabilitati

    As a well-rounded Service Desk Analyst, your Skills and Experiences will likely include:
    • Proven Customer service skills with direct customer contact.
    • Minimum 12 months’ experience as a customer facing service desk analyst within a similar environment
    • Basic knowledge of general IT platforms, applications and underlying infrastructure.
    • Technical skills :
    o MS Active Directory and MS365 (Essential)
    o Windows Desktop OS (Essential)
    o Windows Server Operating Systems (Desirable)
    o Citrix Environments (Desirable)
    o Application support of applications from major vendors such as Microsoft, Cisco, Citrix, VMWare, VEEAM etc (Desirable)
    o Hardware troubleshooting of both desktop and server hardware. (Desirable)
    • Knowledge of supporting VDI environments (Desirable)
    • Excellent written and verbal English communication skills.
    • Experience of working to SLAs and KPIs and to be able to accurately describe their importance.
    • Positive, enthusiastic and supportive individual.
    • Ability to take ownership of and progress incidents to resolution.
    • Ability to work under pressure and apply existing knowledge to unknown areas.
    • Ability to work in a team and to support team members.
    • Passionate, professional, with a ‘can-do’ attitude at all times.
    • Proactive thinking with Problem management and Problem solving.

    Alte informatii

    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 and 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 and a competitive salary, you will get:
    • Private Healthcare
    • Private Life Insurance
    • Christmas Bonus
    • Referral Bonus
    • Meal Tickets
    • 7 Card gym membership paid by the company

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