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
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.
Office 365 applications, OneDrive, Teams, Sharepoint
Azure Site Recovery
Azure AD Connect
Azure Rights Management
Cloud App Security
Microsoft Exchange/Exchange Hybrid
Backup & recovery systems.
Cloud Monitoring tools
Knowledge of Cyber Security issues and technologies
VMWare administration and configuration
Networking, DNS, DHCP TCP/IP. Firewalls, troubleshooting networking. (Wired and Wireless)
End user support
Working with third party IT vendors
Hardware & Software configuration
Also have the confidence and willingness to learn new systems.
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