Auxilion
Sheffield, Yorkshire
27/06/2024
Full time
Service Desk Analyst Place of work: Sheffield, UK - Hybrid Duration: Permanent Hours of work: Monday - Friday - office hours. About the Company and the Role: Auxilion a leading provider of IT outsourcing and IT managed service solutions. As part of the Auxilion organization you will work directly on a client site responding to internal customer service requests needing technical support for hardware/software issues. You will be working closely with a wider team across Ireland to provide the best possible technical service and customer experience that the client requires. The SOC Service Support Engineer will be responsible for level 1 tickets raised by our clients. Provides high-quality customer support services and technical assistance with a high level of accurate diagnosis and resolution. The role is an excellent opportunity to develop and advance your skills. Position Responsibilities: This role involves the following: Be the point of contact for technical queries from our clients. Meet or exceed the SLA's provided by the customer. Ensure a high level of service and customer satisfaction. Level 1 diagnostics and resolution on desktop/laptop software and hardware in Win 10,11 environments. Supports standard desktop applications and operations. Invoke escalation procedure in a prompt and timely manner to other levels of support. Log calls accurately update and close tickets in service desk application. Document technical fixes and procedures. Technical Competencies: Level 1 technical services experience. Core Infrastructure - AD, Exchange, O365 Windows 10 & 11 desktop support Microsoft Office suite Good understanding of Windows systems fundamentals and system management tasks Excellent communication skills (Communication to customers verbal and written is mandatory) Strong understanding of network concepts, TCP/IP stack and common Internet protocols Excellent attention to detail Experience working in a helpdesk environment Business Competencies: Strong troubleshooting and problem-solving skills. Excellent communication and customer service skills. Ability to work collaboratively in a team environment. Our Company, Auxilion - About Us Work matters. It's where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and the development of people in our DNA. Our competitive advantage is how we support our clients on their journey. Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.