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 inventoryDepartmental invoicingOther;Test new systems and provide input into proof of conceptsEstablish good relationships with internal and external stakeholdersProduce reports on service desk incidents, changes and problemsIdentify risks and breaches in accordance with company policyFacilitate and deliver technical projects |
Must have the appropriate level of education or professional IT/operations/industry related qualificationsThe 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 escalateissues to provide the most efficient support to the end user.Technical KnowledgeMicrosoft 365/AzureOffice 365 applications, OneDrive, Teams, SharepointAzure Site RecoveryAzure AD ConnectAzure Rights ManagementCloud App SecurityIntune MDMInfrastructureActive DirectoryMicrosoft Exchange/Exchange HybridGroup PoliciesBackup & recovery systems.Cloud Monitoring toolsKnowledge of Cyber Security issues and technologiesVulnerability RemediationVMWare administration and configurationNetworking, DNS, DHCP TCP/IP. Firewalls, troubleshooting networking. (Wired and Wireless)Preventative |
End user supportWindows 10iOSWorking with third party IT vendorsVOIPHardware & Software configurationAlso have the confidence and willingness to learn new systems. |
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