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Service Desk Analyst

4 weeks ago

Ilford, United Kingdom 4Recruitment Services Full time

Our local authority client based in East London are urgently seeking an experienced Service Desk Analyst.

**Job Role**

Ensuring effective IT services are delivered to all council users, internal and external.

**Role Context**

The role is part of a support team with collective responsibility for delivery of excellent services to customers. The role holder will prioritise workload to ensure that the overall objectives of the service are achieved before those of any individual.A large part of the role is desk-based with shared responsibility for providing continuous cover for the service. Part of the role will involve working with customers face-to-face, in the IT department or at customer locations.

**Knowledge & Experience**

1. Significant experience of IT or Service Desk support in a large, complex customer

2. facing organisation.

3. Experience in working as part of IT and project teams with structured project management controls.

4. Proven experience in successfully delivering highly valued customer service to IT service consumers.

5. Competent in management of assets, purchasing and disposal processes.

6. Experience of use of an ITSM tool for task and knowledge management.

7. Experience of developing, documenting and maintaining PC builds

8. An effective communicator face to face and in writing. Able to report accurately and concisely on work activities.

9. Able to work calmly and accurately under pressure, including when responding to situations of great urgency.

10. Substantial demonstrable knowledge of technical domains which will include some of the following:

- Windows 10 maintenance, deployment and updates
- Office 365 administration
- Active Directory
- including GPOs
- InTune administration o Microsoft Teams and telephony Softphone
- ServiceNow
- PC hardware
- Android smartphone security and support
- DNS, DHCP, TCP/IP
- Microsoft System Centre Configuration Manager (SCCM)
- Imaging laptops and profiling devices

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