Service desk analyst

Description

• Produce end-user level documentation and provide hands-on training when required
• Build and maintain effective working relationships with all IT service providers
• Work with the HR team on onboarding and offboarding users including:-
• Work with third party suppliers to ensure appropriate resolutions to reported issues
• Ownership on end user asset management, configuration, and monitoring of end user devices, ensuring devices are compliant and records are maintained appropriately
• Supporting the fee-earning areas of the business to provide excellent services to their clients by ensuring the high availability of technology services
• Manage mobile device platforms, including handset configuration and distribution to users
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Act as the 1st line responder by processing and resolving customer support tickets within defined SLAs
• the delivery and collection of IT equipment to end users
• Provide Out of Hours support as and when there is a business requirement
• To take ownership of user requests and be proactive when dealing with user issues
• manage user permissions
• Build strong relationships with each business line, understanding the systems each team use, their key clients and wherever possible support aspirations for better use of technology
• procurement and allocation of IT hardware
• Function as the technical lead for incidents, working close with our trusted supply chain
• To complete IT administration and housekeeping tasks applicable to the level of the role

Requirements

• Evidence of the application of excellent written, oral, presentational and communication skills
• Microsoft Defender
• Ability to process and handle multiple requests
• To work within an ITIL Service Desk framework environment
• Experience of working in an enterprise IT environment
• Microsoft Intune
• Proactive personality with a can-do attitude
• Self-motivated with a willingness to learn and adapt to any new change or situation. Proactive personality with a can-do attitude
• Self-motivated with a willingness to learn and adapt to any new change or situation
• Ability to troubleshoot and ask appropriate questions to gather key information from users
• Excellent Inter-personal skills; ability to communicate with customers at all levels
• The ability to work as part of a team and on own initiative
• Awareness of prioritising workstreams
• Windows 11 & iOS operating system

Benefits

• Hybrid working - to give you the flexibility you need
• Enhanced auto enrolment pension scheme - to help you save for the future
• Life assurance - to protect your loved ones should the worst happen
• Discounted critical health insurance and more
• Interest free season ticket loans
• Purchasing up to 5 days additional holiday
• Discounted gym membership
• Discounted private medical insurance
• Discounted dental insurance
• Holidays: 25 days increasing in line with length of service to a maximum of 30 days
• Cycle to work scheme - discounted bicycles
• Employee Assistance Programme - 24/7 health & wellbeing support
• Flu and eye care vouchers - to keep you healthy
• Platform hosting 1000s of discounts at your favourite retailers, restaurants, supermarkets, leisure & days out venues, gyms and more
• Family & wellbeing policy - including enhanced maternity pay, menopause support, neurodiversity support, carer support, company sick pay and much more
• Help@Hand Remote GP app - to give you and your family access to medical experts quickly

Training + Development

Interview process

Visa Sponsorship

Security clearance