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8 months ago
Location: London
Job type: Permanent
Category: Analysis Jobs
Managed Services Analyst

Type of role: full time permanent

Location: London

Hours: Monday-Friday 09:00-17:30

Holidays: 25 days

Overall purpose of the job:

Provide 1st Line helpdesk and remote desktop support to Exponential-e customers and act as the customer’s primary point of contact for all technical issues through to resolution.

To support the Team Lead in ensuring the smooth and timely flow of 1st Line tickets through the job queue to balance 1st Line technicians’ workload, ensure service level targets are met and achieve excellent customer service.

Assist the Team Lead with the collation of KPI’s for department members.

Act as point of escalation for the team and deputize for the Team Lead during any absence

Key responsibilities for this job:

* Managing the Exponential-e incoming incident/change queue and monitoring platforms

* Responsible for ensuring incidents/changes are progressed and updated accordingly during your shift

* Respond to support calls as assigned, within Service Level Agreements. Ensuring calls are quickly and accurately logged, closed and analysed to prevent future occurrences

* Troubleshooting customer technical faults and working with external vendors and service providers to achieve fault resolution

* Alert management - Monitor incoming system alerts, create ticket, perform initial troubleshooting and escalate as appropriate

* Work as a team to deliver timely resolution to customer requests from telephone and email

* Assist in maintaining the rota system and ensure the 1st Line team is adequately resourced in all shifts

* Be available to cover shift rota when necessary

* Monitor 1st Line workload and reassign tasks to balance workloads across the team

* Ensure the 1st Line team and relevant third parties are appropriately following the processes

* Continually identify areas for process clarification and improvement and ensure the required process is highlighted to Team Lead

* Support the Team Leader in ensuring the 1st Line team are fully trained on the Managed Services processes through training workshops and individual coaching as appropriate

* Assist the team in meeting their KPI’s

* Deputize in the absence of the Team Leader

* Maintain an understanding of the internal escalation process

* Maintain professional working relationships with customers, suppliers and work colleagues

Knowledge and experience required:

Professional Experience:

Must Have

* Minimum 1 year experience in providing windows server and desktop technical support within an ITIL Service Desk

* Experience in supporting Microsoft, VMware and/or Citrix products

* Experience in troubleshooting and supporting backup/restore related issues

* Previous experience in a busy customer facing helpdesk role

* Ability to provide a customer focused service to committed Service levels

* Very flexible, can do attitude and able to quickly adapt to changing priorities.

* Ability to work under own initiative, manage own time and work to deadlines

* Strong interpersonal and communication skills, particularly customer facing techniques and listening abilities

* Both approachable and assertive, with the ability to build and maintain strong working relationships with management, service delivery teams, suppliers and customers.


* Ability to assimilate large quantities of information from a variety of sources and quickly understand what action is required

* Experience of coaching and supervising teams and managing the workloads for others

* Experience in working in an MSP

* Ability to create process and procedure documents as well as end user documents

Technical Skills:

Must Haves:

* Experience in managing/troubleshooting Windows Desktops and MS applications

* Experience in basic support and administration of Microsoft Exchange, Active Directory and Server OS

* Experience of Large scale windows patching

* Experience in managing/troubleshooting VMWare and/or Virtualisation technologies

* Skills in deploying and troubleshooting AV tools

* Experience in managing and troubleshooting office365

* Experience of Infrastructure monitoring systems and backup systems including troubleshooting and escalation

* Knowledge of Networking including DNS, DHCP and Firewall management

* Applicants will ideally be either MCP, MCSA, MCSE or VCA certified

* Understanding of both Private and Public Cloud is desirable


* Minimum ITIL Foundation V3 Qualification

* Skills in Microsoft System Azure and Citrix including Xenapp and Netscaler is an advantage

* Basic Powershell administration

* Experience of working with Commvault/HorizonView and AWS

Mission Statement

"Achieve the status whereby Exponential-e 3.0 is formally acknowledged among our peers, competitors and clients as the most advanced and innovative business technology enabler in The World. A World-class company..."

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