Service Desk Analyst

A bit about Lyra…

Lyra Technology Group is a family of industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

Service Desk Analyst – Lyra Technology Group

Lyra Technology Group is seeking a Service Desk Analyst for our OpCo, CMS Group Ltd. The Service Desk Analyst will be part of the IT Support team,  involved in driving the customer experience. Whether you are finding solutions to technical problems; managing an incident; completing a project; capturing client requirements or keeping up to date with industry trends, you will play a vital role in ensuring the delivery of great customer service.  You will be working as part of the Service Desk Team to provide first and second-line IT Service Desk Support to best service practices. You will be working with our customers over the telephone, via email, and via the CMS Service Desk Platform in receiving, troubleshooting and resolving issues ranging from a password reset through to more technical issues which may require remote support.

About CMS Group Ltd...

CMS Group Ltd has proudly provided industry-leading IT Support and consultation solutions since 1990 and makes it their goal to work intimately with you as part of your team to deliver premium IT support, build comprehensive IT Strategy Roadmaps, and help drive your business forward.

Your work as a Service Desk Analyst will include the following duties:

• Manage 1st and 2nd line incidents, requests and problems remotely.
• Provide a first-class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients.
• Provide a top level of customer service and patience with customers.
• Ensure the highest level of troubleshooting is applied to every customer contact made through the use of agreed scripts and processes.
• Provide support via the use of CMS systems:
  • Automate RMM and script deployments - RMM tool
  • Remote interactive or backstage support - ConnectWise Control
  • Password resets - via PassPortal
  • Remote monitoring tools
• Use and update the CMS documentation system - PassPortal.
• Use PassPortal for access to all passwords.
• Escalate tickets as required to the Service Desk Senior Team.
• Provide onsite support as jobs are allocated via the Service Desk Manager or Service Desk Seniors.

Our ideal Service Desk Analyst has exposure to the following tools/skillsets:

• Microsoft 365 user support/investigate licenses
• Screening requirements
• SharePoint/OneDrive user support
• MFA user support/user setup
• Password resets
• Investigate user devices issues
• VPN setup/user investigation
• Printing/scan to email
• Simple file restores
• Investigation of ticketing and logging to third party/managing through to resolution
• Devices installations
• Install AV/investigate issues

The targeted base compensation for this role is £33,000- £35,000 per year based out of the Midlands, UK on a hybrid basis.  If you are looking for the next step in your career and match the credentials above, let’s have a conversation! We look forward to reviewing your application.