IT Service Desk Analyst

EBC are currently recruiting for a 1st Line Service Desk Analyst to join an exciting and growing Managed Service Provider support team. You will be responsible for ensuring that all customer calls are answered promptly, provide excellent customer service, and diagnose a range of technical faults for a wide variety of clients.

The ideal candidate for this role is somebody that enjoys learning and has a passion for technology. Somebody that thrives to deliver excellent customer service and be part of a great team. You will be the first point of contact for our customers and therefore must be a clear and confident communicator., * Providing telephony support to customer base.

• Logging incidents via EBC Group’s ITSM System.
• Prioritising & Categorising tickets based on impact and urgency.
• Concentrate on first time fix resolutions prior to escalation within agreed timescales.
• Providing professional customer service.
• Contributing to EBCs continual service improvement plan.

• Great customer service skills
• A knowledge of / interest in technology
• Be confident communicator via email and telephone
• A methodical approach to troubleshooting issues
• Be a team player

Experience/knowledge of following systems would be advantageous:

• Windows Server
• Active Directory
• Office 365 Mail
• Remote Desktop Technologies
• Windows Operating Systems
• Network fundamentals

EBC Group has a wealth of experience in providing managed IT services to businesses across the UK. At the forefront of business innovation, the EBC Group services encompass a comprehensive range of managed services including Infrastructure as a Service, unified communications, backup and disaster recovery, managed print solutions and many more.