1 week ago

1st/2nd line service desk

Milton Keynes 22K - 26K Permanent

Job Reference: BBBH36761_1619787957

Role: 1st/2nd Line Service Desk Analyst
Location: Milton Keynes
Salary: 26K
Company: MSP
Do you bring ideas to the table, love to solve problems and have a strong entrepreneurial spirit?
Do you have excellent communication skills?
Do you always put the customer first?


One of my clients who are an innovative IT consultancy and service provider specialises in business transformation are looking to add to their growing team.
The managed services team strives to be an exceptional support system for our clients, employing problem-solving and customer-service skills to deliver best-in-class service.


  • Answer all incoming calls to the Service Desk in a professional, confident and timely manner
  • Provide first line support for any information technology issues and problems
  • Provide assistance by phone, email and/or using a ticket management system
  • Record all issues within an ITSM system
  • Track issues to resolution
  • Supporting following technologies: Microsoft Windows Desktop / Server Operating Systems, Citrix XenApp, Active Directory, O365, Skype for Business, Exchange, Wireless, Anti-Virus and similar stack of technologies
  • Update the internal knowledge base with issue resolution details
  • Support computers, laptops, tablets, smartphones and applications
  • Monitor, troubleshoot and escalate alerts
  • Escalate problems as required to Tier 2 and Tier 3 support teams
  • Act as a liaison between customers and technical escalation teams / 3rd parties

Skills & Experience

  • Proven track record with customer service skills
  • Exceptional communication skills, both verbal and written
  • Experience in end user desktop, Server Operating Systems
  • Experience with Cloud (Azure / O365)
  • Proven problem solving skills with the ability to identify root cause
  • Knowledge of Office products
  • Possess the ability to work under pressure in a fast moving environment

Skills & Experience (Advantageous)

  • Citrix CCA
  • Microsoft MCP
  • Previous work experience
  • Knowledge of troubleshooting end users' issues
  • Experience with Citrix, SQL, Intune and Backups
  • Good understanding of principles of ITIL Framework
  • Full driving license desired
  • Degree is desired
  • Any additional certifications an advantage

Working Hours based on a 12-hour shift rota working 4 days on 4 days off

Monday to Sunday (including bank and public holidays) Working hours within the service window of 6.00am to 9.00pm
Special Bank Holidays (Easter Sunday, Christmas Day; Boxing Day or New Year's Day) - £200 bonus for special bank holiday worked
Salary on offer is £26 + package
Looking to hire ASAP so please send me your latest CV to discuss further. Full JD is available.
Jack Bannister - IT Recruitment Consultant - - 0844 800 6600
Key Words:
M365 - SCCM - Intune - Teams - Azure - Microsoft 365 - Level 2 - 2nd Line - Level 1 - 1st Line - Active Directory - Citrix - MCP - MSP - SQL - ITIL - Intune - SCCM - Service Desk

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