Service Desk Specialist

About Doherty Associates

Doherty Associates (DA) has delivered IT solutions for over 30 years to some of the world’s most prestigious and demanding clients. We focus on the professional and financial services sectors, including private equity, venture capital, and legal firms, including some of the UK’s top ten law firms.

We are a Microsoft Gold Partner with four Solutions Partner Designations (including Modern Work), a Tier 1 Microsoft CSP relationship and are ISO27001 & ISO9001 accredited.

About the role

As the 1st Line Support Engineer you will be responsible for providing specialist IT support to DA’s customers, mainly via phone, email, webchat, and other remote connection software to endpoints and servers.

You will be a part of our global service desk team and collaborate with our support team in Kuala Lumpur. From time to time, you may also work directly at the customer's offices (London based). As such, you will need to demonstrate a good level of empathy and excellent customer service skills, to ensure DA can maintain delivery of first-class support service.

This role offers exposure to the full IT landscape, not just a subset of the technology. As such, this role will suit a technical professional, who enjoys working in a fast-paced, dynamic environment, learning about the latest technologies, and impressing with their knowledge to clients and peers.

This is an office-based role (you will work from our London office in Holborn, Monday to Friday).

Typical duties

• Act as a first point of customer contact; manage incoming calls, create tickets and/or route calls through to other engineers as required
• Manage your ticket queue, accurately logging and efficiently progressing tickets to resolution
• Effectively utilise the existing procedures and act as a champion of the process documentation
• Support onboarding and coaching of new engineers to the team
• Stay abreast of new and emerging technologies. Progress your personal development by completing relevant Microsoft accreditations (sponsored by DA)

Qualification and experience

• One of the Microsoft qualifications (or working toward): MD 101, MS-100, MS-101

About you

• Professional demeanour
• High level of empathy with excellent communication skills (both verbal and written)
• Sense of urgency and accountability
• Reliable with high level of resilience
• Problem solver
• Proactive
• Self-motivated and positive
• Team player. Supportive of a ‘better together’ culture
• Keen to learn and share knowledge
• Adaptable. Able to respond to a fast-changing technical environment

What we offer in return

• Performance bonus
• Subsidised home-to-office standard travel costs (for the 3rd, 4th and 5th day in a week)