boxxe

Support Analyst

boxxe

full-time

Posted on:

Location Type: Hybrid

Location: Hemel Hempstead • United Kingdom

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Tech Stack

ITSMServiceNow

About the role

  • Troubleshoot, diagnose and resolve IT issues with hardware, software and network devices.
  • Manage alerts from our monitoring platform - acknowledge, troubleshoot and resolve where possible.
  • Follow best practice for ticket management as outlined in boxxe’s Standard Operating Procedure (SOP).
  • Ensure a high level of first-time fixes are achieved.
  • Evaluate and chase up escalated tickets appropriately to ensure customer demands are met.
  • Manage 3rd party communication and tickets via their respective portals and email.
  • Appropriate and timely escalation of incidents and request to senior teams.
  • Provide exceptional communication between the service desk, NOC, resolver groups and end users.
  • Communicate at all levels within the business in both written and verbal form.
  • Consistently maintain a high level of customer satisfaction.
  • Provide regular feedback to customer regarding the status of their tickets.
  • Meet and exceed customer specific service level agreements (SLAs).

Requirements

  • Basic IT knowledge with a willingness to expand skills.
  • Basic understanding of hardware and software components
  • Experience using M365, Active Directory and MS Exchange
  • Exemplary Communication Skills including telephone manner
  • Previous Service Desk Experience (Desired not essential)
  • Experience using an ITSM Platform – ServiceNow, AutoTask or similar (Desired not essential)
  • Experience working with an event monitoring platform (Desired not essential)
  • Experience with Cisco Meraki dashboards (Desired not essential)
Benefits
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingdiagnosing IT issuesresolving IT issuesticket managementfirst-time fixesescalation of incidentscustomer servicebasic IT knowledgehardware componentssoftware components
Soft Skills
exceptional communicationwritten communicationverbal communicationcustomer satisfactionfeedback provisioninterpersonal skillsorganizational skillsproblem-solvingcollaborationadaptability