Managed Service Support Analyst

📋 Description

• Troubleshoot, diagnose and resolve IT issues with hardware, software and network devices.
• Manage alerts from our monitoring platform - acknowledge, troubleshoot and resolve where possible.
• Follow best practice for ticket management as outlined in boxxe's Standard Operating Procedure
• Ensure a high level of first-time fixes are achieved.
• Evaluate and chase up escalated tickets appropriately to ensure customer demands are met.
• Manage 3rd party communication and tickets via their respective portals and email.

🎯 Requirements

• Basic IT knowledge with a willingness to expand skills.
• Basic understanding of hardware and software components.
• Experience using M365, Active Directory and MS Exchange.
• Exemplary Communication Skills including telephone manner.
• Previous Service Desk Experience (Desired not essential)
• Experience using an ITSM Platform – ServiceNow, AutoTask or similar (Desired not essential)