2nd Line Service Desk Analyst

2 weeks ago


Taunton, United Kingdom Clear IT Recruitment Limited Full time

**Our client is seeking a 2nd Line Service Desk Analyst for a well established MSP and to be based in their Taunton office 2 days a week and then 2 days out of a Regus Office with 1 day remote a week.**

**Desired Industry Knowledge & Expertise**:

- 3 years’ experience in a similar role is a must
- Previous experience of working with an MSP is highly desirable
- Experience of working at multiple client sites a must
- Ideally Microsoft Certified Professional or certified within Microsoft Office 365 management and administration to an advanced level

**You will have demonstrable experience of working with the following technologies**:

- Administration experience in a small to medium size corporate IT environment, including operational and break/fix activities
- Good understanding and experience of Microsoft Office 365, including Azure Active Directory, Exchange
- Online, SharePoint Online, Endpoint Manager and related 365 admin centres. Ability to create and
- configure a 365 tenant from scratch including all related configuration policies and best practice security practices.
- Good experience with SharePoint site creation, management and permissions
- Knowledge of router, firewall and managed switch configurations, including an understanding of TCP-IP subnetting and routing
- Understanding of DKIM, DMARC & SPF
- Administering Windows and mobile devices via Microsoft Intune, including configuration, compliance, app policies and PowerShell scripting
- Proficient with managing a Microsoft Windows and Microsoft Office estate, including a good
- understanding of Microsoft Teams and Outlook
- Familiar with ticketing systems, SLAs, following ITIL processes and knowledgebases
- Able to act as an escalation point for the service desk for general IT-related cases
- Able to deliver IT projects or changes as required for the business, including documentation,
- communication, and coordination with other teams
- Liaising with suppliers and third-party vendors and support as required for any business-impacting IT issues
- Client/Server environment experience with Windows Server 2019/2016/2012 is desirable

**Essential Skills / Experience**:

- Excellent organisation and prioritisation skills that can adapt to changing priorities
- Astute problems solving skills - with the ability to analyse data to reach conclusions
- Approachable & confident manner and excellent written and verbal communication skills
- Exceptional customer service skills including experience of dealing with diverse customer groups.
- Full UK Driving License and access to your own transport.
- Flexibility to at times work outside of non-standard working hours to "see the job through"



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