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IT Service Desk Administrator

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IT Service Desk Administrator

Sector: IT & Telecomms

Location: Berkshire

Type: Permanent / Full Time

Pay rate: £18,000 - £23000

Job Role: IT Service Desk Administrator
Location
: Silchester, Reading. Berkshire
Salary: 
£18k - £23k DoE plus excellent benefits
Permanent, Full time (Monday - Friday)

We are looking for an eager and enthusiastic service desk administrator to join an exciting managed services provider during a period of rapid growth with huge ambition to double in size over the coming years.

This role would be perfect for someone who is starting their career in IT. Who is passionate about tech and loves to learn new technologies. You will get a buzz from troubleshooting issues and working your way around a problem and love to find out how and why things work in the way that they do.

Offering customer excellence and proactive support to clients has provided this company with a platform to propel themselves into the future following an motivating business.

As an ambitious and driven individual you will have the ability to grow and progress quickly within this business and be rewarded with excellent learning opportunities and personal growth.

The successful candidate will:
  • Understand the importance of customer service excellence
  • Have at least an entry level understanding of IT infrastructure
  • Have strong written and oral communication skills
  • A good telephone manner
  • Be a self-starter, initiative-taker and be driven to achieve goals
  • Possess the ability to manage and prioritise personal workloads
  • Work well in pressured situations and work to deadlines
  • Take pride in your work and have excellent attention to detail
Having worked in a customer support role within managed services or as part of an internal IT Team previously would be ideal.

Key Responsibilities:
  • Provide a professional and personal first point of contact for all clients
  • Manage ticket lifecycle to ensure queries are dealt with efficiently and effectively
  • Handle all incoming calls and incidents as required
  • Deliver proactive and reactive support services
  • Initial analysis and assessment of incident and alert tickets
  • Distribution of tickets to the managed services team to ensure prompt resolution within SLA
  • Taking ownership of assigned cases throughout the lifecycle of support
  • Ensure that all customer support calls and incidents are handled effectively with regular client communication conducted throughout
  • Own and assist with regular tasks and functions that are key to service provision
Ideal applicants will have previous customer support experience within a Managed Services environment or an internal IT team and strong attention to details. 

Experience and/or knowledge in any of the following technology areas would be advantageous but not essential:

Cloud
  • Azure, AWS, Office 365 
 Virtualisation
  • VMware ESXi & vSphere
  • HyperV & VMM
Server & Platform
  • Windows Server
  • Active Directory, Group Policy & Exchange
VDI
  • VMware View
  • Windows Virtual Desktop
Backup
  • Veeam, EVault, Arcserve, BackupExec or similar
Storage
  • Storage architectures and systems – DAS, NAS, SAN (iSCSI & FC)
  • Compellent, 3PAR, MSA, NetApp, Nimble
Networking
  • Firewalls, routers, load balancers, switches across a variety of vendors
Service Desk
  • ITIL v3 or v4

This is an immediate requirement, so if you are interested in the position – or even finding out more information
– please do not hesitate to APPLY today!

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