Onsite IT ServiceDesk Support Analyst (2nd line)

IT Support Analyst (2nd line)

Eligibility: You must be eligible to work in the UK

Based permanently onsite at one of our client's central London office you will provide excellent IT support to their team:

• Resolving IT issues and malfunctions
• Assistance with Projects & Migrations
• Creating documentation and guides

Smartdesc places a strong emphasis on being proactive as well providing a high-quality service – setting us apart from our competitors. To achieve this, you will work with your colleagues to help deliver IT improvements and recommendations throughout our clients.

The 2nd Line engineer role is highly technical with a key requirement of good customer service skills. Engineers are expected to be able to take ownership of issues & requests and see it through to resolution or escalation if required. Strong communication skills are essential in keeping clients updated either through written or verbal updates.

The role will work closely with our Greece office and UK colleagues, as well as our Professional Services team who deliver projects and change requests, and our IT Security team, who focus on ensuring clients data and networks are secure.

Being part of a close-knit team will enable the successful candidate to develop their skills at a fast pace and settle into a long career with a successful fast-growing young company.

• Strong ability to fault find and problem solve under pressure, remotely using various toolsets.
• Experience working as a remote IT Support Engineer.
• A minimum of two years’ experience in a similar role
• Strong working knowledge of Microsoft 365 both on premise and cloud.
• Working knowledge of Microsoft Azure including Remote Desktop Services.
• Working knowledge of Microsoft technologies – Server / Exchange / Active Directory.
• Knowledge of security technologies and toolsets such as monitoring & BitDefender.
• Knowledge of networking infrastructure – LAN / WAN / DNS / Firewalls etc.
• Proficient in Verbal and written English
• Can work to strict SLAs, project plans and KPIs.
• The ability to multi-task and manage time under pressure.
• Positive attitude to any situation, with the ability to resolve customer problems and requests promptly and efficiently

About Smartdesc

Smartdesc is a leading IT Managed Service Provider (MSP) whose focus is the UK non-profit sector, one of the largest in the world at over £55bn. We work with national household names, social enterprises and public-sector bodies. We are priority partners with both Microsoft and ServiceNow.

Our mission is to provide non-profits with the technology, tools, direction and support they need to fulfil their goals. Our vision is to empower the UK's nonprofit organisations to deliver their best work through enhanced technology solutions.

We provide IT services including IT strategy, cyber security, helpdesk support, project and programme management. You will be part of a dynamic and growing company; you will not be a small cog in the machine, but instead be able to spread your wings and work with some amazing nonprofit organisations who are engaged and want to improve their technology.

Staff stay with us for years because we invest heavily in them - our retention rate is 98% which is far above the competition.

We have a flat management structure without internal politics, and staff are given a high degree of freedom to do their jobs to the best of their ability. You will have the opportunity to immerse yourself in a diverse range of cutting-edge technologies and systems, and never be pigeonholed into one single area.

Successful candidates deliver exceptional work through effort, integrity, and honesty. Smartdesc delivers ethical, transparent and customer-focused IT services; new team members are carefully picked to ensure they share our values.