Managed Service Support Analyst

Your Mission 💪

As a Managed Services Support Analyst, your primary focus will be to provide 1st line support to boxxe’s Managed Services customers.

You will be central to the Managed Services operation with a combination of technical skills and first-class customer service. Part of your role is to understand the cause of an event and quickly resolve it with events that cannot be resolved being routed to Incident Management. This element is process driven where commitment to detail and communication are key. You will be required to manage multiple workstreams simultaneously, meaning clear communication, meticulous timekeeping, and time logging skills are required as well as the ability to accurately follow process.

As part of this role, you will be exposed to a range of technologies offering an excellent opportunity to build the foundation for a career in the IT industry.

What you’ll be doing 🎯

• Troubleshoot, diagnose and resolve IT issues with hardware, software and network devices.
• Manage alerts from our monitoring platform - acknowledge, troubleshoot and resolve where possible.
• Follow best practice for ticket management as outlined in boxxe’s Standard Operating Procedure (SOP).
• Ensure a high level of first-time fixes are achieved.
• Evaluate and chase up escalated tickets appropriately to ensure customer demands are met.
• Manage 3rd party communication and tickets via their respective portals and email.
• Appropriate and timely escalation of incidents and request to senior teams.
• Provide exceptional communication between the service desk, NOC, resolver groups and end users.
• Communicate at all levels within the business in both written and verbal form.
• Consistently maintain a high level of customer satisfaction.
• Provide regular feedback to customer regarding the status of their tickets.
• Meet and exceed customer specific service level agreements (SLAs)

What experience we think you’ll need 🚀

• Basic IT knowledge with a willingness to expand skills.
• Basic understanding of hardware and software components
• Experience using M365, Active Directory and MS Exchange
• Exemplary Communication Skills including telephone manner
• Previous Service Desk Experience (Desired not essential)
• Experience using an ITSM Platform – ServiceNow, AutoTask or similar (Desired not essential)
• Experience working with an event monitoring platform (Desired not essential)
• Experience with Cisco Meraki dashboards (Desired not essential)