Shape IT Recruitment
1st Line Service Desk Agent
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1st Line Service Desk Agent
We're working with an established technology business that is looking for a 1st Line Service Desk Agent to join its IT support team.
This is a great opportunity for an IT support professional who enjoys being the first point of contact for users, solving technical problems and providing a high standard of customer service. You'll work across a varied technical environment, with exposure to Microsoft Azure, Microsoft 365, networking and servers, while working closely with the wider Service Desk team.
What you'll be doing
- Providing 1st Line support for a range of hardware, software and network-related issues
- Logging, managing and prioritising incidents and service requests through the service desk system
- Troubleshooting issues and resolving them where possible, escalating more complex problems to 2nd Line Support
- Supporting the deployment and configuration of end-user devices and applications
- Maintaining accurate documentation around support processes, procedures and resolutions
- Keeping users informed throughout the support process and ensuring a positive customer experience
- Working closely with the Service Desk Management and 2nd Line Support teams
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What we're looking for
You'll ideally have:
- Previous experience working in a Service Desk or IT Support role, preferably within an MSP environment
- Good knowledge of Azure, networking and servers
- Experience troubleshooting a range of IT-related issues
- Strong written and verbal communication skills
- A customer-focused approach and demonstrable service desk experience
- Strong problem-solving and organisational skills
- Excellent attention to detail and the ability to prioritise competing requests
- A strong sense of ownership and accountability
- Good commercial awareness and an understanding of client requirements
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Certifications
Essential:
- AZ-900 – Microsoft Azure Fundamentals
- MS-900 – Microsoft 365 Fundamentals
Desirable:
- SC-900 – Microsoft Security, Compliance and Identity Fundamentals
Interested?
If you're looking for your next opportunity in IT support and want to build on your experience across Azure, Microsoft 365, networking and servers, we'd love to hear from you.
Apply now or get in touch with our team to find out more.
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