Service Desk Analyst

1st Line Support Engineer – Kent – Consultancy - £22,000-£28,000 Excellent Benefits Overview: An exciting opportunity has arisen with an award-winning IT Managed Service Provider to join as a 1st Line Support Engineer. They are looking for a dynamic and ambitious individual who prides themselves on providing a high level of delivery and expertise in their performance. The successful candidate will have experience working in a fast-paced environment, be able to work to tight deadlines and be confident in offering excellent customer service. Role & Responsibilities: Responding to inbound calls effectively Logging customer issues, queries and requests into the internal ticket management system Providing 1st line Server, Network & Desktop technical support Conducting hardware configurations and software installations Managing and working to internal and customer SLA's, escalating problems when necessary Creating and maintaining infrastructure documentation tailored to individual clients needs Taking proactive end-to-end ownership to resolve issues when they arise Managing client expectations through clear communication Essential Skills & Experience: 0-2 years’ experience in a similar role Previous experience working for a MSP Active Directory MS Windows Office 365 Customer-facing experience Confident working to client Service Level Agreements (SLAs) Experience working in a broader service delivery function Able to confidently support multi-site clients An analytical problem solver who is able to work autonomously Package: Salary up to £28,000 Excellent benefits 1st Line Support Engineer – Kent – Consultancy - £22,000-£28,000 Excellent Benefits