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2nd Line IT Service Desk Analyst
4 months ago
Are you an experienced IT Service Desk Analyst with exceptional customer service skills?We have an exciting opportunity for a 2nd Line IT Service Desk Analyst who wants to develop their career in our vibrant, rapidly growing business. Restore is looking for someone who has experience providing advice and technical support for both internal and external customers.
You will act as the single point of contact for all IT-related queries, incidents and service requests for internal and external customers, providing advice, technical support and logging all interactions on to the IT Service Management (ITSM) tool, escalating incidents where appropriate.
RESPONSIBILITIES
- Act as a single point of contact for internal and external customers for all IT-related queries, incidents and service requests.
- Receive, log, monitor, manage and escalate tickets where appropriate using the business’ ITSM tool.
- First, second and third-line IT support - troubleshooting of IT-related issues from a predominantly Microsoft-based environment, Office 365, mobile phones and various in-house applications.
- Workstation configuration and re-builds, including following documented procedures.
- Office 365 and Exchange support - creating and modifying user accounts and shared mailboxes, including contact creation and e-mail forwarding.
- Monitor and maintain Windows Server and Workstation operating systems, (disk space, permissions etc.) both physical and virtual.
- Maintain an asset database, tracking changes and updating when applicable.
- Manage and maintain SharePoint for internal staff and external customers.
- Troubleshoot network issues such as Wi-Fi disruptions and degraded network performance.
- Patching network ports and assisting with desk moves and desk re-configurations.
- Provide basic in-house training on the usage of Microsoft applications such as Windows, Office etc and mobile phones (iOS and Android).
- Produce and publish supporting documentation including technical resolutions and workarounds and self-house articles aimed at our customers.
ABOUT YOU
- Previous Incident Management experience including the management of raised tickets, managing customer expectations and keeping the customer informed.
- Experience of using IT Service Management tools such as ServiceNow, Remedy, ServiceDesk Plus etc.
- Experience of using Office 365 within a support environment.
- Administration within Office 365 and SharePoint.
- Experience of maintaining asset databases via the ITSM tool.
- Good working knowledge of Active Directory, including the creation and modification of users, security groups, contacts, and distribution groups.
- Good working knowledge of Exchange, including the creation and modification of user mailboxes, shared mailboxes, PST exports, distribution lists and contacts.
- Excellent understanding of Microsoft Windows Server and Workstation operating systems.
- Able to follow documented processes and procedures to re-build workstations manually and using imaging technologies.
BENEFITS
- 25 days annual leave
- Free onsite parking
Restore Digital support customers on their digital transformation journeys. Born out of a scanning company, we still have four main scanning centres across the UK where we are working on large digitisation projects for the NHS, the Ministry of Defence and the Nuclear Decommissioning Authority. And usually, we are busy digitising most of the exam papers undertake in the UK every year.
An Inclusive Approach
We are committed to becoming a great place to work, one that is inclusive, safe and where people can reach their true potential. We value the contribution that all our colleagues make and aim to have a company that recognises the diverse, multi-cultural society in which we live. We actively encourage applications from all members of our community, including those from underrepresented groups. We are happy to consider flexible working options, including part time hours wherever this is practically possible.
We're also interested in hearing from individuals with different career experiences, including those that are looking to return to work following a career break.
