Cloud Service Desk Specialist

Department:   Westcoast Cloud

Reports to:   Head of Service Desk

Location:   Theale

Hours of Work:   Monday – Friday, [Shift work] i.e., 8:00 am – 5:00 pm, 9:00 am – 6:00 pm

Contract type:   Permanent

 

Job Role

Technical Support for M365, Azure, Dynamics; Cloud Products and Services Provisioning.

 

About Us

Established in 1984, Westcoast Ltd is a privately held company that distributes leading IT brands such as HP, HPE, Microsoft, Lenovo, Apple and many others to a broad range of resellers, retailers and office product dealers in the UK and beyond.

Since then, we have grown to become the number one UK distributor for many of our vendors and customers and the group employs more than 1,300 people across a number of locations in the UK, Ireland and Europe.

Over the last five years, Westcoast Cloud has seen massive growth. We’ve grown to a team of more than 45 and are a leading Microsoft Gold Solution Provider. Westcoast Cloud has recently won the Cloud Distributor of the Year at the CRN UK Channel Awards.

 

Job Description

The Cloud Service desk is the first point of contact for all support requests from channel partners and Managed Services customers, including Office365 and Cloud products and services. The team provides incident break/fix and guidance on M365 products (i.e. Email, Office, Sharepoint, OneDrive etc), Azure and Dynamics. Service requests are raised and updated within the in-house Ticket system and updating the Knowledgebase.

Where necessary Service Requests will be escalated to Microsoft Support teams. The team is responsible for every step from diagnosis to resolution whilst ensuring that SLAs are met and affected users are informed of updates.

Westcoast offer a wide range of paid for services and third party products. Full training on these products and services is provided.

 

Candidate

The candidate must meet the following criteria:

• Experience of supporting users on M365, Azure, Dynamics and non-Microsoft products
• Possess a willingness to learn and co-operate as part of a team
• Excellent telephone manner is required along with friendly customer service skills
• Good communication, literacy and organisational skills
• Attention to detail
• Passionate about customer satisfaction
• Able to prioritise and keep calm within high pressure situations
• A logical approach to problem solving coupled with common sense
• Punctuality, staff must be ready to work by their start time
• Be prepared to work outside of working hours on an on-call basis
• Able to follow existing processes and assist in designing new ones
• Show initiative in finding improvements

 

The day to day responsibilities will be:

• Providing telephone and email support for clients within agreed SLAs
• To assist with day to day escalations and investigate complex problems
• Connect to client machines for diagnostic and information gathering
• Escalate support calls to appropriate teams
• Ensuring personal KPIs are met for productivity and effectiveness
• Provisioning of products and services
• Ensuring regular feedback is provided to customers in line with procedures
• Deliver scheduled training to customers
• Provide assistance with project work
• Use of ticketing system for support incidents
• Documenting and managing of knowledgebase articles

 

Skills

• Good working experience of supporting windows users (Office 365, Office suite, Azure, Exchange, SharePoint, OneDrive, Teams etc)
• Working experience of working in a similar helpdesk environment
• Knowledge of Azure Active Directory
• Knowledge of Microsoft CRM
• Awareness of Microsoft Azure

 

Desirable:

• Microsoft Certifications (MS-100, MS-101, AZ-900) or working towards these

 

A successful candidate will be keen to adopt new skills both and self-motivated to educate themselves further, and in return will receive structured support towards development (including certifications), career progression and exposure to a vast array of skills and products.

 

If you are interested in this position, please send your CV with a cover letter stating your salary requirements to recruitment@westcoast.co.uk