Senior Service Desk Consultant - 3rd Line
Skills
Customer ExperienceDesktop SupportEstate LawMicrosoft 365PremisesProblem ManagementRoot Cause Analysis
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- At least one Microsoft certification at expert level
- Significant experience supporting on-premises or cloud infrastructure
- Significant experience in a complex Service Desk role within an MSP environment
- Full UK driving licence required
- Additional vendor certifications such as Cisco CCNP are desirable
- Extensive knowledge of server and networked environments
- Experience with virtualisation technologies
- Strong background in desktop support
- Proficient understanding of firewall anti-virus and security technologies
- Hands-on experience with Microsoft Exchange and Office 365
- Excellent customer service skills
- Strong relationship-building skills
- In-depth understanding of firewall technologies
- Exceptional problem-solving and analytical skills
- Ability to work effectively in a team and independently
- Strong communication and knowledge-sharing skills
- Good attention to detail
- Strong time and workload management abilities
- Ability to prioritise multiple cases simultaneously
Nice to have
- Cloud-first mindset
- Strong technical leadership
- Customer-focused
- Analytical
- Proactive
- Organised
Day to day
- Act as a senior technical escalation point for complex incidents and high-priority service requests across Microsoft 365 Azure and hybrid environments.
- Troubleshoot and resolve issues across cloud and on-premise infrastructure including servers networking virtualisation storage endpoint management and hybrid identity.
- Provide clear technical leadership regular customer communication root cause analysis and continuous service improvement within a managed services setting.
Hiring process
- Please apply today to be considered