Cloud Support Analyst - Up to £24,000

  • Newcastle upon Tyne
  • Nigel Frank International

We are currently looking for an enthusiastic Cloud Support Analyst to play an active role within an award-winning MSP. They provide completely managed services to small and medium-sized businesses, as well as part-managed and cloud consultancyservices to bigger businesses with established IT teams..

The Cloud Support Analyst is the first point of contact for all incidents, service requests, and live chat, ensuring that all customers receive excellent service.

Role & Responsibilities :

  • Where applicable, first-time technical incident resolution for customers
  • Ticket queue management, which ensures that incidents are assigned to the appropriate resolver group
  • A customer-centric approach to troubleshooting
  • Intelligent inbound call management
  • A commitment to meeting customer SLA targets
  • Responsibility for daily system checks and proactive alerting systems, including remediation or escalation
  • Providing complete customer satisfaction at all times
  • Remote hardware monitoring and on-site / in-person technical troubleshooting
  • OKRs completion

Who we are looking for :

  • Graduates who have just completed a tech related degree and are looking for their starting point in the industry
  • Junior support analysts / 1st line support

Would be nice to have :

  • Experience working on an IT Service Desk, including completion of daily recurring tasks and ensuring SLAs are met.
  • Capability to identify and resolve difficult technical server and workstation issues.
  • Microsoft Office 365 technical knowledge and experience.
Apply now

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