IT Support Engineer / Service Desk Analyst
- Compensation
- £27K–£33K / yr
- Location
- Carlisle
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Full time
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Nice to have
- Microsoft Certified professional qualifications
- Knowledge and experience of administering Windows Server environments, including Active Directory, Group Policy, file sharing and printer management
- Knowledge and experience of administering network infrastructure, including firewalls, switches, wireless, VPNs, VLANs, subnets, DHCP and DNS
- Knowledge and experience of administering backup and recovery technologies
- Confidence to use initiative and seek instruction or guidance when appropriate
- Flexible approach to working hours
- Professional and confident approach, with the ability to respond to challenges calmly
Full description
IT Support Engineer / Service Desk Analyst
Join a customer-focused IT support team delivering remote and on-site technical support across Microsoft 365, end-user devices and service desk requests. This opportunity suits someone with customer-facing IT support experience, strong troubleshooting skills and a full driving licence.
If you’ve also worked in the following roles, we’d also like to hear from you: IT Support Technician, Helpdesk Analyst, Technical Support Engineer, Technical Support Analyst, IT Technician, 1st Line Support Engineer, 2nd Line Support Engineer, Desktop Support Engineer
SALARY: £27,000 - £33,000 per annum + Benefits
LOCATION: Carlisle, Cumbria, North West England
JOB TYPE: Full-Time, Permanent
WORKING HOURS: 37.5 Hours per Week, Monday to Friday
JOB OVERVIEW
This is an excellent opportunity to build on practical support experience in a varied client-facing environment, combining service desk ownership with remote and on-site technical work.
The IT Support Engineer / Service Desk Analyst will resolve support requests, keep accurate ticket records and documentation, and support deployment and project tasks. Working with the Service Desk Manager and escalation colleagues, the IT Support Engineer / Service Desk Analyst will help meet service levels while keeping clients informed.
Ongoing learning and process improvement give the IT Support Engineer / Service Desk Analyst scope to strengthen technical knowledge and contribute to quality support.
DUTIES
Your duties as the IT Support Engineer / Service Desk Analyst include:
- Customer Support Ownership: Manage incoming technical support requests by telephone, email and automated alerts through to resolution
- Remote Support and Site Visits: Deliver technical work for clients using company tools remotely or on site
- Ticket and Time Recording: Record work, notes, activities and charge codes accurately in the PSA system and submit time as required
- Service Levels and Escalation: Prioritise requests, contribute to service targets and escalate issues appropriately to support agreed SLAs and SLOs
- Deployment and Project Tasks: Take ownership of assigned deployment and project activities through to resolution
- Hardware and Software Quotations: Scope basic end-user hardware and software requirements, prepare accurate purchasing information, and support procurement, delivery and deployment
- Technical Documentation: Maintain accurate technical and process documentation for internal use and clients