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DATE ADDED: Fri 15/03/2019

1St Line IT/Support Analyst

Milton Keynes, UK
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JOB TYPE: Permanent

SALARY: £18000 - £23000/annum

Job Description
Job Summary
Do you bring ideas to the table, love to solve problems and have a strong entrepreneurial spirit? Do you excel at communicating with others and place the customer first? As part of a dynamic and highly skilled consulting team, you will be working on the forefront of technology, enabling businesses to mobilise their workforce.
About EEC
EEC Services is an innovative IT consultancy and service provider that specialises in transforming business requirements into effective technology solutions. We are a fast moving, results driven company focussed on delivering solutions that differentiate us from the competition. EEC is a privately-owned company and provides services to local and global markets. Our customers range from FTSE 100 companies, Public Sector bodies and small firms across a wide range of industries.
About the Team
The managed services team strives to be an exceptional support system for our clients, employing problem-solving and customer-service skills to deliver best-in-class service. As part of our continued growth we are looking to expand our Managed Services team to drive our unique propositions into the corporate marketplace. At our core is a strong entrepreneurial spirit and any candidate that can bring new ideas, identify gaps and drive innovation will integrate well within the team.
Responsibilities
* Answer all incoming calls to the Service Desk in a professional, confident and timely manner
* Provide first line support for any information technology issues and problems
* Provide assistance by phone, email and/or using a ticket management system
* Record all issues within an ITSM system
* Track issues to resolution
* Supporting following technologies: Microsoft Windows Desktop / Server Operating Systems, Citrix XenApp, Active Directory, O365, Skype for Business, Exchange, Wireless, Anti-Virus and similar stack of technologies
* Update the internal knowledge base with issue resolution details
* Support computers, laptops, tablets, smartphones and applications
* Monitor, troubleshoot and escalate alerts
* Escalate problems as required to Tier 2 and Tier 3 support teams
* Act as a liaison between customers and technical escalation teams / 3rd parties
Skills Experience
* Proven track record with customer service skills
* Exceptional communication skills, both verbal and written
* Experience in end user desktop, Server Operating Systems
* Experience with Cloud (Azure / O365)
* Proven problem solving skills with the ability to identify root cause
* Knowledge of Office products
* Possess the ability to work under pressure in a fast moving environment
Skills Experience (Advantageous)
* Citrix CCA
* Microsoft MCP
* Previous work experience
* Knowledge of troubleshooting end users’ issues
* Experience with Citrix, SQL, Intune and Backups
* Good understanding of principles of ITIL Framework
* Full driving license desired
* Degree is desired
* Any additional certifications an advantage
Working Hours based on a 12 hour shift rota working 4 days on 4 days off
Monday to Sunday (excluding Easter Sunday and Christmas Day) 6.00am to 9.00pm
Job Type: Full-time
Salary: £18,000.00 to £23,000.00 /year
Role: 1st Line IT/Support Analyst
Job Type: Permanent
Location: Milton Keynes, Buckinghamshire,

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