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Senior Service Desk Consultant

Skills
Cloud ComputingAnalytical SkillsAttention To DetailCustomer SatisfactionCustomer ServiceIT EscalationNetworking
Role

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 within a complex Service Desk role in an MSP environment
  • Full UK driving licence required
  • Additional vendor certifications such as Cisco CCNP 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

Nice to have

  • Proactive
  • Organised
  • Detail-oriented
  • Collaborative
  • Customer-focused

Day to day

  • Act as a senior escalation point for complex 3rd line incidents and urgent service requests across Microsoft 365 Azure and hybrid environments
  • Diagnose and resolve difficult technical issues across cloud infrastructure networking servers virtualisation storage and endpoint platforms
  • Mentor 1st and 2nd line engineers share knowledge create guides support problem management and help improve service quality