Who we're looking for You’ll be responsible for managing escalated and priority tickets through to resolution, utilising your own resources as well as ensuring that the extensive capabilities for obtaining additional assistance within Transparity is used to aid the successful resolution of support issues. Managing effective communication, within the business and customers is critical. You will also be responsible for handling escalations from the FFC and 2nd Line teams. What you'll be delivering Answer overflow calls ensuring that support tickets are raised and categorised appropriately Provide a re-assuring, polite and friendly point-of-contact for our customers Ensure that appropriate customer communication and ongoing updates are provided for the lifespan of any issue or request Proactive and complete time and ticket update entry within the support desk ticketing system Take ownership of tickets assigned or escalated to you throughout the entire ticket life cycle Ensure customer documentation and process guides are regularly updated as required Capability to follow change control procedures at all times Change request management through the full life cycle Provide expert technical assistance to our client base Provide expert technical assistance and mentoring to the Service Desk team Ensure constant ongoing understanding of Microsoft Cloud technologies and associated platforms Invest time into taking and passing technical examinations as agreed with the support desk team leader Deliver exemplary customer service Collaborate with Microsoft and other suppliers to resolve issues Provide out-of-hours technical support as required via the on-call rotation schedule Delivery of remote project and implementation tasks Technical assistance for new customer acquisitions Support the new customer journey Critical incident management and root cause analysis Internal process development, deployment, and training Knowledge transfer and development of team colleagues Identify opportunities for improvement within customer environments Ensure the wider Service Desk team are updated on new and retiring Microsoft technologies Attendance at customer sites to provide on-site technical support may be required Meet assigned individual key-performance-indicators (KPI’s) Ensure that personal time management is of the highest priority and that punctuality is a key focus We think you'll be successful in this role if you have some of the following Excellent customer-facing and service skills Ability to connect with customers and build rapport Excellent written and verbal communication Self-motivation Organised and punctual Creative problem-solving Capability to work effectively within a team, along with mentoring of juniors Extreme attention to detail Willingness to learn Experience as a 2 nd or 3 rd line IT support/service desk role required Experience using Microsoft 365 software required Experience using Autotask desirable Certified in Microsoft 365 Administrator/Expert advantageous Certified in Microsoft Azure Administrator/Expert advantageous Certified in other Microsoft Cloud technologies advantageous What we'll offer in return In addition to a competitive salary, there are a number of benefits and perks we offer to say thank you for being a part of our journey: To work at a 3 World Class Best Company Flexibility over where you work with our Winning from Anywhere® approach 25 days holiday Home working allowance paid monthly Winning from Anywhere® allowance to help your set up at home 24/7 GP at hand Immediate 24/7 access to an Employee Assistance Programme We’ll support you when you’re not well with our Company sick pay scheme Private health insurance after a successful year’s service Enhanced parental pay and leave, supporting you with those precious life moments Access to the Perkbox platform to help make your money go further Cyclescheme Electric car scheme And many more About us We do Microsoft Cloud and we're dedicated to delivering Transformation, Partnership, and Clarity. But what truly differentiates us is our firm commitment to our culture. It's the foundation of our success, enabling us to attract and retain outstanding talent. Our ethos is clear: we're here to be part of the solution, not the problem. Ethics and integrity are the driving forces behind everything we do at Transparity. We recognise our role as a business and have aligned ourselves with the UN Sustainability Goals, striving to create a better and more sustainable future for all. From environmental sustainability to fostering diversity, promoting digital skills, supporting apprenticeships, driving innovation, and giving back to our community, we're dedicated to making a positive impact. And we're proud to say we're a carbon-neutral organisation. As the leading Microsoft partner in the UK, we boast an unparalleled understanding of Microsoft's Cloud solutions. With 6 Microsoft Partner Solution Designations, 15 Advanced Specialisations, a team of 200 onshore Microsoft Experts, Azure Expert MSP status, inclusion in the MISA inner circle, and MXDR certification for our 24x7 SOC, we're equipped to drive digital transformation outcomes on the world's most trusted and comprehensive cloud platform. Do you want to join our journey? Are you our next member of TeamTransparity?