Technical Support Analyst

Title: Technical Support Analyst

Location: Pocklington England GB

Type: Full-time

Workplace: Hybrid remote

Job Description:

Overview of the role

Phoenix enables digital transformation in the workplace, empowering UK organisations to innovate and transform with cloud and hybrid infrastructures, data, AI, security, and collaboration tools.

Due to a career progression within Phoenix we are now seeking a Technical Support Analyst to join our Service Desk team.

What will you be doing?

• Respond to technical support inquiries via email, phone, or chat.

• Troubleshoot and resolve technical issues for customers.

• Maintain detailed documentation of support tickets and resolutions.

• Escalate complex issues to 2nd / 3rd line teams when necessary.

• Utilise ITSM tools to log, track, and manage customer tickets, ensuring accurate documentation and timely updates.

Why you should apply

At Phoenix, our philosophy is simple - we aim to be the UK's leading IT solution and managed service provider and that means we recognise that it's our people who are the heart of everything we do.

We do this by providing the encouragement, support and skill development that you need to be the very best you can be at work. We are proud of our culture, so much so that we have developed our Culture Blueprint which you can read here.

What are we looking for?

The right person for this role will have a couple years of first-line service desk experience preferably at an MSP. The ideal candidate will have a desire to learn, exceptional problem-solving abilities, work well in a team and have a customer-focused mindset. Having come from a similar Service Desk role, this vacancy is suited for someone willing to 'hit the ground running', having knowledge and experience of using an ITSM tool alongside ITIL understanding.

Key Skills/Experience:

• Proven experience in a service desk environment handling 1st & 2nd line tickets

• Good understanding of ITIL

• Good understanding of M365 product suite and architecture

• Azure experience is an advantage

• Excellent customer-service skills, confident communication over the phone, on a video call and in person.

• A desire to learn and for continuous improvement.

• Excellent time management and organisational skills.

Practical stuff

Where is the role based?
Primary location is our HQ in Pocklington (YO42) with 2-3 days p/w in the office expected.

How many interviews?
Following a screen with the Recruitment Team you can expect a two-stage interview process.

What are the benefits?
You can read about the benefits on offer here 

*Important* BPSS Check

As part of our recruitment process due to the nature of the work we do, all employees are required to undertake a Baseline Personal Security Standard (BPSS) check. While some employees require further security clearance, the BPSS check is a must-have requirement and all offers of employment are conditional pending the passing of this check

Have you made it this far?

If you're still reading, we think there's a strong chance you might be our kind of person.

Here's the thing, though - research suggests that 60% of women and underrepresented people might have already talked themselves out of applying. Even if you don't check every box above, we want to encourage you to introduce yourself.

We believe a diversity of perspectives and experiences makes a team stronger - and the stronger our team, the more successful we will be.