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Service Desk Analyst
3 months ago
Role: Service Desk Analyst
Location: London, UK
Role Type: Permanent
Job Description:
Service Desk Agent L2
Service Desk Analyst provides phone, remote control and desktop support to users on day-to-day issues involving, Windows 10, Office 365 and other business applications. Service Desk Analyst will be responsible for providing hardware and software support for all company assets including Surface Pro, laptops, monitors, peripherals, multifunctional printers/copiers and video conferencing equipment.
Basic Network understanding to troubleshoot issues relating to LAN.
Knowledge on O365 suite.
Working in business hours as specified by the customer.
Understanding of Microsoft Office 2016 & O365 Suite of applications ? Experience supporting Windows, Office, standard desktop application.
Experience with Microsoft Teams, Azure Active Directory, Video Conferencing, Condecco Booking systems.
Understanding of General Network topologies, (LAN and Wireless Access points).
Experience supporting remote access clients using VPN, Citrix, GoToAssist or similar.
Understanding of hardware devices such as laptop\Surface Pros \ Surface Hub\Meeting Room Equipment.
Key Responsibilities
Provide Day to Day Service Desk Support services.
Face to face floor walk and Service Desk support on a rotational basis.
Analyze, document, and escalate all issues to appropriate support groups.
Proactively review calls through our Helpdesk support system.
Monitor and ensure timely escalation of customer incidents and requests to internal organizations and or vendors.
Works with vendor support contacts to resolve technical problems.
Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems process and review of system and application logs. Participate as a member of a Service Desk where users may walk up for query resolution and conduct training sessions, as required.
Service Desk or Desktop Support experience in a professional environment.
Experience working with delivery/support teams and directly with clients.
Excellent knowledge in following areas:
Telephone, Remote Control and Desk side support. o MS office (Word, PowerPoint and Excel).
Basic understanding of networking concepts like
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