About Us

intY, a ScanSource Company, is an award-winning pioneer for the distribution of cloud services from the biggest cloud software vendors in the world, including Microsoft, Acronis and Symantec. CASCADE, intY’s self-service portal and the original cloud marketplace, enables partners to seamlessly order and manage cloud services for their customers 24/7. This is all underpinned by intY’s phenomenal people and exceptional multi-vendor support.

Since it was founded in 1997, intY has developed unparalleled expertise and knowledge in distributing cloud services, ensuring that partners have access to the latest cloud solutions at a competitive price, with the training and support to go to market fast.  In July 2019 intY was acquired by ScanSource, a leading global provider of technology products and solutions. intY’s breadth of experience and success in the cloud marketplace is reflected not only in its global reach, with operations in the UK, US and main-land Europe, but also in the depth of its partnerships with the biggest names in the industry. Winning Cloud Distributor of the Year at the 2017 and 2018 CRN Awards, intY is a Microsoft CSP Indirect Provider, Microsoft Gold Partner, Symantec’s 2017 Partner of the Year & first cloud aggregator partner and an Acronis Platinum partner.

The Job

Receives calls from internal employees to help resolve issues with computer hardware and software.  This will include installing and troubleshooting corporate computer hardware and software systems remotely using tools for remote device management.  Additionally, technical assistance and training (as needed) to system users regarding the use of the ScanSource Knowledge Base.   

Responsibilities

Responsibilities

Answer incoming queries and requests via phone or ServiceNow tickets. This includes detailed documentation upon opening, updating, and closing the ServiceNow ticket.
Resolve user technical issues onsite and remotely. Software tools are provided to remote access and control users computers. Additional tools are available for deploying and updating users devices.
Triage and escalate cases to other departments or groups.
Review, update, and comment on ServiceNow Knowledge Articles. The ServiceNow Knowledge Articles are the basis for completing user requests. Providing updates when needed is required. Periodic instruction of users in regards to equipment, software, and manuals.
Coordinates activities of the help desk with those of the Network Services, Telephony, Development, or any other Information Systems group as circumstances dictate.
Provide update, status, and completion information within tickets and during daily scrums.
Regular attendance is an essential function of the Service Desk Analyst position.
Other duties as assigned.

Skills & Experience

Skills & Experience

Required

GCSES’s or equivalent.
Good understanding of computers.
Technical Skills – technical and computer skills are required to assist users with their computer and software issues.
Problem solving skills – Problem solving and proper issue diagnosis is key to this position.
Communication skills – This position communicates with users who maintain a variety of technical skills and work in different departments. The ability to communicate effectively is key.
Time management – The ability to handle multiple cases and set priorities is critical.
Team collaboration – This position will frequently work with other IT departments to resolve issues.  Collaborating with team members and co-workers is required. 

Preferred

1 year Service Desk Work Experience or Equivalent.
Office 365 experience and certification.
Bachelors degree in computer science or information systems.

Reporting Relationships

Reporting Relationships

Reports to Manager, Global Service Desk

Physical Requirements

Physical Requirements

Ability to sit a computer terminal for long periods of time.
Ability to talk on the phone for long periods of time.
Ability to be physically in attendance at workstation at designated company office location during normal business hours designated for the position.
Ability to lift 60 pounds.
Ability to travel occasionally.

The package

The package

A 37.5h per week contract that promotes flexible working
25 days holiday + bank holidays
Generous workplace pension scheme
Group Life Assurance scheme
Group Private Medical insurance
Group Income Protection scheme
Employee Assistance Program (EAP)
Perkbox access to discounted goods
Free parking on site
Free drink in the office
Fun, collaborative environment - days/ nights out, sports events etc.
The opportunity to join a rapidly growing business within a progressive industry

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intY endorses the principle of equality and will strive to ensure that everyone has a genuine and equal opportunity to participate to the full extent of their own ambitions and abilities, regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion and belief, and sex or sexual orientation. Employees can be assured of an environment in which their rights, dignity and individual worth are respected, and in particular that they are able to enjoy their employment with intY.

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intY is an award-winning pioneer for the distribution of cloud services from the biggest cloud software vendors in the world. So if you’re looking to become a partner, and want to have a chat before signing up, fill out the form below and we’ll get back to you.
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