Cloud Service Desk Specialist

Job Role:

Technical Support for M365, Azure, Business Applications; Cloud Products

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/services. The team provides incident break/fix and guidance on M365 products (i.e. Email, Office, SharePoint, OneDrive etc), Azure and Business Applications. Service requests are raised and updated within the ticketing system.

Team members will be expected to carry out technical troubleshooting and diagnostics, aiming to resolve tickets in-house. Where necessary, tickets requiring additional support will need managed escalations to third parties. The team is responsible for every step from diagnosis to resolution whilst ensuring that SLAs are met, and affected users are informed of updates.

The support we provide is a key part of our value add for partners & customers alike. Westcoast offer a wide range of paid for services and third-party products. Full training on these products and services is provided.

This role is onsite 5 days a week at our Theale office, with potential for Hybrid working after Probationary period ends.

Candidate:

The candidate must meet the following criteria:

• Minimum 3+ years’ experience of supporting users on M365, Azure, Business Applications, and non-Microsoft products.
• Strong work ethic (Prepared to go the extra mile).
• Provide a better support experience.
• 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.
• Strong attention to detail and information gathering.
• 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.
• 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.
• Providing 2^nd & 3^rd Line Service Desk Support.
• Manage relationships and troubleshooting of premium partner cases.
• Escalate support calls to appropriate third parties where applicable.
• Ensuring personal KPIs are met for productivity and effectiveness.
• Ensuring regular feedback is provided to customers in line with WCC procedures.
• Use of ticketing system for support incidents.
• Documenting and managing of knowledgebase articles.

Skills:

• Exceptional working experience of supporting Cloud Applications (Office 365, Office suite, Azure, Exchange, SharePoint, OneDrive, Teams etc)
• Strong Working experience of working in a similar helpdesk environment
• Knowledge of Azure Active Directory & Active Directory
• Knowledge of Microsoft Business Applications
• Knowledge of Microsoft Azure

Desirable:

• Microsoft Fundamentals Certifications e.g. (AZ-900, MS-900, SC-900).
• Microsoft Role Based Certifications e.g. (MS-102, AZ-104, AZ-500) 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.