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).

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)

Support Analyst

Key skills