Job Description
Incident Support/Helpdesk analyst, MSP Partner, Harrogate - Hybrid, ~£25k
Important: C1+ English Required, No Sponsorship offered, experienced Cloud PM essential
Interquest are representing a leading managed service provider with a rich end-to-end solution portfolio covering the spectrum of: connectivity, cloud, and collaboration. With annualised revenues in excess of £100mn, a team of 500+, they serve over 2000 customers across the UK.
This MSP partner works in in the emergent tech-space, where they are poised to offer solutions across a range of requirements: application, collaboration, infrastructure, network, and IT security services.
We require a highly communicative, perceptive, and independant, Incident Support Analyst; aiding in the provision of their customers with excellent service.
As a Incident Support/Helpdesk analyst you'll be responsible for ensuring clear lines of communication, developing strong relationships with their customers, while working in a cross-functional environment.
Frequent responsibilities of a Incident Support/Helpdesk analyst:
Training/Guidance: Provide training and guidance to Support teams regarding Incident Management processes
Expediting: Constant monitoring of ticket queues with particular emphasis on VIP and sensitive customer tickets
Issue Identification: Play a key part in identifying new Problem Tickets and ensuring they have the appropriate ownership
Incident Escalation: First level of incident escalation and working with resolver teams, suppliers, and the customer to manage the ticket to a satisfactory and quick outcome
Documentation: Communicating and documenting new processes relevant to incident management
Core Skills and experience of a Incident Support/Helpdesk analyst:
ITIL 4 Foundation qualified or above
Highly customer centric with a passion for providing excellent customer service
Strong analytical skills
Proactive and forward-thinking approachs
Confident with the ability to interact with members of all support teams including team leaders, managers and directors
InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.