Service Desk Analyst

Salary £27,500.00 – £29.500.00

Company Benefits 

• 31 days annual leave, rising to 34 days (inclusive of Bank Holidays)
• Your birthday off every year
• Life Insurance
• Discretionary pro-rata bonus
• Company branded workwear
• Excellent colleague and client retention
• Learning and development scheme with opportunity to complete company paid qualifications.
• Use of the latest technology
• Personal technology purchasing scheme.
• Great team culture and environment
• Employee and client referral bonus scheme.
• Summer and Christmas events
• Established for 40 years +
• Casual dress code in the office
• Hybrid working
• Free fruit in the office
• Free tea & bean to cup coffee

Company Facilities 

• Modern air-conditioned offices
• Onsite café, restaurant, nursery, gym, sports pitches, woodland walks, cycle parking, showers
• Free car parking
• Staff kitchen area
• Disabled access

At Timewade we are proud to be one of the South West’s longest established providers of IT solutions. As a family run Managed Service Provider, our commitment is to have a complete understanding of our client’s businesses so that we can empower them to use technology to boost performance and deliver brilliant results. 

As a Service Desk Analyst, your primary role will be to provide remote reactive technical support (1st and 2nd line support) across our Southwest client base working closely with other team members to respond to & resolve client IT issues via telephone & email. In addition, this role will also involve progressing and/or resolving pro-active issues from our automation tools. You will also learn our processes and ensure that tickets are responded to and resolved within key metrics and service level agreements. 

This role will initially be based at our Head Office in Exeter with incorporation of hybrid working once up to speed with client systems/technicalities. There may also be the occasional requirement to travel to client sites to provide emergency support, for training purposes and to assist with new client onboardings. 

The ideal candidate will have the ability to build excellent client relationships and communicate effectively with all client stakeholders, regardless of role or technical knowledge. 

 Working hours are rotated from 07:30 to 16:30, 08:30 to 17:30 & 09:00 to 18:00 Monday – Friday. 

At Timewade we use a hybrid working model, once you have completed your induction period you will be given the option to work from home for 2 days per week. The choice of which days will be yours. You will be provided with a full home office setup consisting of a desk, chair and all the technology you need to be productive at home. 

As a tight-knit team, we firmly believe in multi-skilling and you will have opportunity to work closely with others. 

Forged by our team, the Timewade values represent who we are, how we work and the high standards we consistently strive for and achieve: Build partnerships, Be Professional, Drive Results, Building Your Future and Empowering Excellence.

As a growing business, we have many career progression opportunities that you may wish to pursue including, Technology Success Analyst, Business Technology Consultant, Projects Specialist, Service Desk Team Leader.  

Key Responsibilities 

1. Respond to & resolve client IT issues via telephone & email 
2. Resolve support calls in first instance or liaise with 3rd party IT suppliers and internal colleagues 
3. Provide regular communications of ticket progress with end users 
4. Liaise with and monitor 3rd party suppliers to ensure they are progressing our client’s issues efficiently 
5. Administration of user accounts & shares 
6. Monitor and maintain backup & security software 
7. Actively identify frequently logged support calls and make recommendations for IT service improvements or user training requirements 
8. Write workflows & technical guides to ensure knowledge is shared for repeating tickets, enabling other members of the team to resolve the same issues as quickly as possible – reducing reactive time per ticket 
9. Ensure technical documentation of clients are up to date with any new information gathered during reactive support 
10. Ensure the service desk ticketing system is always up to date and accurate with notes of all communications – yours and others 
11. Promote the benefits of our standards and best practices to all clients 
12. Communicate technical information to non-technical users in plain English 
13. Gain an understanding of our clients use of their line of business applications 
14. Initial ownership of priority one incidents 

 You will have: 

• Have a minimum of two years’ experience as a 1st and 2nd line service desk analyst diagnosing and resolving technical issues for end users. 

• Have experience with the following technologies and systems: 

– Microsoft Windows and Server Operating systems

– Active Directory and Group Policy Management

– Microsoft 365 administration including Entra

– Server virtualisation platforms (VMWare and Hyper-V)

– Networking equipment including Routers, Switches and Firewalls

– Backup Solutions

• Have good problem-solving abilities. 
• Have excellent communication and listening skills including client relationship & knowledge sharing skills. 
• Have Excellent telephone manor & customer service skills. Confidence working on the telephone 
• Have experience of working with third party software and hardware suppliers. 
• Have demonstrable methodical problem solving and excellent analytical skills. 
• Have a hands on approach, taking ownership of issues 
• Have the ability to work under pressure during priority 1 incidents, communicating with all stakeholders in a timely and professional manner. 
• Have aptitude to interpret end user support requirements. 
• Work within set guidelines 
• Be committed to personal development and willing to undertake training as required by the business 
• The ability & confidence to go and find the solution to an issue that you may not have resolved before 

The ideal candidate will also have the following desirable skills: 

• Experience working for a Managed Service Provider (MSP) 
• Confidence using command prompt & PowerShell 
• Experience with Azure backup and/or other third-party backup platforms 
• Experience using ConnectWise Manage & Automate 
• Experience with endpoint security products and centrally managed administration 
• Have VMware virtualisation experience including use of SANs 
• Sage 50 & Sage Payroll installation experience 
• Knowledge of Hosted VoIP and Teams phone systems 
• Industry recognised qualifications i.e. MTA, MCP, MSCA, CompTIA A+, CompTIA Security +, CompTIA Network + 

To find out more about applying please email our Operations Manager, Ross Coram or use the form below.