SRD TECHNOLOGY UK CAREERS

Technical Support Analyst
Remote Working

As a Technical Support Analyst, you will be working closely with Senior Support Analysts and Solutions Architect to provide IT support to our managed service clients across the UK. This role requires a key focus on customer care and getting the job done well. The individual will also need to work on multiple tickets at a time whilst meeting the determined SLAs (resolving an average of 30 tickets per day). 

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This individual will need to have prior remote working experience, highly motivated and technically minded to join our growing team, providing IT support as part of out fast-paced Service Desk Team. 

Responsibilities:
• Answer telephone calls.

• Logging IT queries as tickets within our ticketing system.

• Respond to user software or hardware queries via email and telephone. 

• Support users through the required steps to resolve the issue.

• Escualte to the relevant team if the issue cannot be resolved.

• Update the ticketing system, ensuring all notes have been logged with the required actions.

• Willingness to help, support and offer excellent service to customers and colleagues.

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What You’ll Need:
• GCSES grades from A* - C or 9 – 5.
• Educated to College level (A-Levels or BTEC) in IT or equivalent.

•  Experience working within a remote environment.
• Experience working within the IT industry, preferably within an MSP environment.
• Experience using a service desk ticketing system to raise and manage service desk tickets.
• Experience using remote management software to support end-users.
• Experience supporting & administering Microsoft 365 via the 365 Admin Center.
• Experience supporting IT infrastructures including LAN & wireless networking.
• Experience supporting desktops and servers across Windows & Mac OS.
• Experience supporting peripherals such as printers & mobile phones.

Expectations:
• Confident & professional telephone manner with excellent written and verbal communication skills.
• Organisational and prioritisation skills that can adapt to changing priorities with multi-tasking.
• Astute problem-solving skills with the ability to analyse data to reach conclusions.
• Exceptional customer service skills including experience of dealing with diverse customer groups.
• Ability to use online research tools and internal documentation to find resolutions.
• Ability to remain calm under pressure during challenging times.
• Ability to develop and maintain strong customer relationships.

Benefits:
As a company that encourages a great work/life balance, we have a strong set of core values and work ethic to help maintain a positive work environment. These include:
• Internal career development and training plans for all team members via the SRD Training Academy.
• 20 days holiday plus bank holidays, increasing by 1 day every year of service to a maximum of 25.
• Your birthday as a holiday each year on top of your holiday allowance.
• Relaxed, modern working environment where we value pushing our analysts forward.
• Access to employee staff discounts portal including Currys, Neals Yard and Vue Cinema.
• Access to a healthcare portal including health checks and a 24/7, 365-day councillor.
• Team challenges and prizes including employee of the month.
• Workwear included to represent yourself and the SRD brand.
• Top-of-the-range computer equipment.
• Regular company social activities.
• Contributory pension scheme.
•Free parking.

Licence/Certification:
• Full UK driver’s license with access to own vehicle (required).

Interview Process:
• 45 X Minute Microsoft Teams Interview with knowledge test.
• 60 x Minute Face to Face Interview with scenario questions in Taunton.

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