Service Desk Support Analyst

Service Desk Support Analyst

Provide support via remote access, phone, chat, email and in person;

Increase customer satisfaction whilst improvement of operational efficiency.

Work independently where required, own problems and issues whilst knowing when to escalate.

Assess, record, prioritise and monitor such issues to effective resolution.

Liaise with the wider IT team for additional issue resolution support when required.

Provide timely communications through the issue lifecycle.

In addition to issues presented, analyse what issues could be faced in the future.

Identify key trends and indicators that may be indicative of underlying cause.

Ensure systems are accurate and fully up to date and ensure company policies are adhered to;

Provide clear and accurate status reports.

Perform routine scheduled system administration tasks.

Document Standard Operating Procedures.

Daily, weekly and monthly system checks.

Asset & license management.

Continuous improvements of administration systems.

Quarterly Assurance (QA) checks;

Maintaining Asset inventory

Departmental invoicing

Other;

Test new systems and provide input into proof of concepts

Establish good relationships with internal and external stakeholders

Produce reports on service desk incidents, changes and problems

Identify risks and breaches in accordance with company policy

Facilitate and deliver technical projects

Must have the appropriate level of education or professional IT/operations/industry related qualifications

The job holder should have the technical knowledge and working experience of the technologies outlined below.

Experience with leading and delivering technical projects.

Capability to resolve and own technical issues.

Solid experience in a client facing support role.

Ability to review and improve current technologies.

Excellent problem solving, analytical and troubleshooting skills, with the ability to know when to escalate

issues to provide the most efficient support to the end user.

Technical Knowledge

Microsoft 365/Azure

Office 365 applications, OneDrive, Teams, Sharepoint

Azure Site Recovery

Azure AD Connect

Azure Rights Management

Cloud App Security

Intune MDM

Infrastructure

Active Directory

Microsoft Exchange/Exchange Hybrid

Group Policies

Backup & recovery systems.

Cloud Monitoring tools

Knowledge of Cyber Security issues and technologies

Vulnerability Remediation

VMWare administration and configuration

Networking, DNS, DHCP TCP/IP. Firewalls, troubleshooting networking. (Wired and Wireless)

Preventative

End user support

Windows 10

iOS

Working with third party IT vendors

VOIP

Hardware & Software configuration

Also have the confidence and willingness to learn new systems.