1st line Service Desk Analyst

Working in the IT Service Desk Team to support our network of colleagues. When An employee reaches out for IT support as the name suggests they come to first line. 1st line service desk engineers can handle most everyday requests and IT issues and will aim to resolve these at first point of contact. A 1st line Engineer should be an enthusiastic self-motivated team player with a passion for customer focus.

What we want you to do

• Providing friendly professional 1st line technical support within the IT Service Desk from multiple sources including emails phone calls and tickets
• Working closely with our 2nd line to ensure the issue is resolved or assigned to the correct level
• Supporting a windows 11desktop environment supporting future upgrades
• Working as part of a team to help deliver small- to medium-sized IT projects
• Log all calls on the call logging system
• Working on own initiative to diagnose and resolving technical issues.
• Understanding of Networking and TCP/IP Protocols;
• Proven experience using and troubleshooting Office 2016 / Office 365 within a network environment (permissions calendar sharing delegation)
• Experience of administering Office
  365 including SharePoint Online (permissions workflows migration)
• Ensuring effective Asset Management and that the lifecycle is followed
• Administering Identity Management
• Help to drive improvement and implement new processes to ensure high levels of service

What success in the role looks like

• Achieve all agreed objectives with positively trending relative key performance indicators
• Shows consistent delivery and continuous improvement in knowledge and understanding of IT systems
• Exceptional internal customer feedback
• Track record of great judgement knowing when to fulfil a customer request when to seek support and when to escalate

What you need to have already done to be right for this role

• O365 Administration
• Exchange Server 2016 / Office 365 Exchange Administration
• Working with System Centre Configuration Manager
• Troubleshooting Network Issues for escalation
• Active Directory Administration including GPO
• IP Telephony Administration and Support
• Identity Management Administration and Support
• Basic Programming Skills (Power Shell VB )
• Experience working in an ITIL Service Environment.
• Experience of identifying security risks / vulnerabilities and working with Information Security Team to ensure appropriate escalation.

Skills

• A commitment to producing a high quality of work including competence accuracy and thoroughness
• Works at pace improving productivity through ensuring the completion of assigned tasks in a timely manner
• Demonstrates good communication skills working well with and communicating / escalating issues to the wider team
• Demonstrating good team working skills including working well with colleagues from around the business being able to adopt appropriate escalation and provide support to the business on various projects
• Use initiative to logically understand solve problems and seek out new tasks
• Be dependable through good time keeping attitude to work meeting deadlines and being able to work autonomously
• Show a commitment to improving their knowledge of Information Technology and Clear Business systems
• Building and maintaining positive rapport with all Clear Businessemployees
• Feeding back and asking questions when unsure about something
• Able to provide high quality interactions displaying confident and assured levels of service in support of our internal customers
• Has a can do attitude

Our Story

Clear Business was established with the goal of simplifying our customers lives and making our colleagues experiences more rewarding. As one of the top providers for small businesses in the UK we offer a truly distinctive service by providing all essential services in one place:
Phone Broadband Mobile Water Gas Green Electricity Payment Services and Insurance.

For more than two decades our growth journey has been marked by various accolades such as Investors in People The Northern Contact Centre Awards 2023 and Learning at Work Week Awards 2023. Our latest achievement was receiving the One to Watch award from Best Companies.

Why Choose Clear Business

At Clear Business we dont just do jobs we do…