Service Desk Analyst

Job Title: Service Desk Analyst

Location: Milton Keynes

Salary: £18,500 – £26,500 per annum

Job Type: Full-time, Permanent (Monday to Friday, 08.00 – 18.00)

Silverbug is an innovative, dynamic technology company serving an impressive array of industry leading customers. Privately owned and established in 2002, Silverbug has grown in reputation and influence in the Managed Service Provider space.

Silverbug is striving to new standards in the IT world and we believe this can only be accomplished with the right people. We value our employees by supporting career development and progression. Together we set the standard others follow.

The Role

As a core member of the Service Desk team, you will aim to resolve support calls at your first point of contact from the Customer. In all cases, you will see incidents you log through to resolution even when escalating calls to more senior technicians. This approach increases your exposure to different technologies used in the desktop environment and in turn increases your ability to progress your technical knowledge in this area.

As a Service Desk Analyst at Silverbug, you will be passionate about our Customers and will work within our Business Excellence Framework. This includes resolving support calls within Service Level Agreements with the ultimate target of receiving consistently good Customer feedback.

You will be required to understand a range of applications and services supported by the Service Desk by making use of any appropriate Knowledge Bases and working with colleagues whilst ensuring that calls are logged correctly and accurately by obtaining the correct and relevant details from the user and logging these within the companies ticketing software. A natural problem solver you must be able to break incidents down to their component parts and identify how the issue has occurred and quickly determine its resolution.

Key Duties:

• To provide Service Desk support to clients via telephone and email
• Logging and updating all key information regarding the support call on the Company’s Incident Management Application
• Resolving the support call in a quick and efficient manner, paying particular attention to Company SLA’s
• Creation of support documentation.
• Liaison third parties and customers to ensure that agreed service levels are met.
• To escalate calls where necessary to Second Line
• To keep up to date with appropriate technologies as used by the Company and its Clients from time to time
• To familiarise yourself with all key Company systems
• To show a genuine desire to continually improve your technical knowledge and ability through self-study and in conjunction with the Company’s offer of training
• Handle technical support issues via incident management escalations

As an employee of Silverbug you are expected to be aware of our information security processes and procedure’s ensuring that these are adhered to in line with ISO27001 at all times.

The Candidate:

Technical Skills

• Excellent and proven problem solving and remote IT troubleshooting experience
• Windows 7/8/10
• MS Office – all versions
• Eset, Sophos or Symantec (Norton) anti-virus
• Good understanding of concepts such as WAN, LAN, Servers, Intranet, TCP/IP, Virtual Desktop Infrastructure
• Windows Server 2012/2016/2019
• Exchange 2007/2010 (Basic skills)
• Active Directory skills
• Office 365 experience
• Monitors, Printer and general desktop hardware
• Must be able to demonstrate the ability to diagnose and trouble shoot IT issues
• Must be able to demonstrate excellent documentation skills.
• Must be able to converse with customers and Silverbug employees on a technical level
• Must be highly self-motivated with a ‘can-do’ attitude, flexibility to change working pattern to meet demand.
• Must be an effective team player.
• Must have the ability to work under pressure and be able to prioritise workload

Person Specification:

• Confident when dealing with client requests

• Clear and effective communicator
• Projects a positive, friendly and professional image in person and on the phone
• Demonstrates a passion for customer service
• Desire to study for technical qualifications
• Reliable and flexible
• Good team player
• Minimum of 12 months solid experience of working on an IT service desk in a similar role
• Ideally you will have an understanding of ITIL service delivery and a Microsoft Certification.

Employee Benefits:

• Free wellbeing services and health benefits
• Variety of offers and discount via Paycare & Perkbox
• 28 days holiday (including bank holidays) + an additional holiday each year of service
• Wide range of free refreshments
• Access to company games room

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the relevant experience or job titles of; IT Support Service Desk Team Leader, Senior IT Service Desk Consultant, IT Support Consultant, Customer Support, Senior 1st Line Support Engineer, 1st Line IT Support, Senior Helpdesk Support, 1st IT Support Analyst, 1st Line Support Engineer Team Leader, 1st Line Support Technician, Helpdesk Analyst, Helpdesk Support, IT Support Analyst may also be considered for this role.