Helpdesk Analyst

Helpdesk Analyst Location - Birchwood (office based initially then hybrid)Company - Growing IT ConsultancyWhy - fast personal growth and developmentThe company are an IT Consultancy who provide secure and reliable hosting solutions for customers on private cloud. They are committed to delivering customised solutions using modern technology to meet all needs.You will monitor the incident logging system for new tickets, performing initial diagnosis and applying fixes or where a solution is not available escalation to the 2nd line. The role also includes answering technical support phone calls and carrying out change requests on behalf of customers.You''ll need to triage high priority issues and provide directions/solutions to meet SLAs, actively supporting the customer in all aspects through to problem resolution while keeping them informed throughout.Helpdesk Analyst - Responsibilities Monitor incident logging systems for new ticketsPerform initial diagnosis, apply fixes or escalateAnswer technical support calls and carry out change requestsSupport customer through to problem resolutionHelpdesk Analyst - Requirements Knowledge of Windows Server 2016 - 2025 configuration, monitoring and troubleshooting Hyper-V (through experience or degree)Basic use of GUI tools to perform troubleshootingAny knowledge of MS Exchange 2013+, SQL Server 2016+, Office365 Exchange/Azure or Nutanix, beneficial but not essentialStrong verbal and written EnglishExcellent problem solving and ..... full job details .....