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1st Line Support/service Desk Analyst

5 months ago

London, United Kingdom Arc IT Recruitment Full time

1st line Support/Service Desk Analyst
Temp/Contract - min 3 months
London/Hybrid

VOIP, Active Directory/O365

1st line Support/Service Desk Analysts are required by prestigious London based retail organisation. The offices are based in the West End of London and they are offering hydrid or 100% office working. Either a Fixed Term contract, Temp or Contract situationcould be considered. If you can offer great IT customer service, know a little about VOIP, AD/O365, Windows build, printer configuration, and can juggle tickets, resolve issues - and keep your head whilst those around you are losing theirs - then we'd loveto hear from you

Key Responsibilities:

- Provide first-line call capture, impact assessment, logging details as needed.
- Provide second-line call resolution escalating to senior team members as required and monitor progress on calls.
- Produce, review and refresh end user level documentation and provide hands on training when required.
- Maintain a high degree of customer service for all support queries, adhering to all applicable service management principles (eg: maintaining ticket life cycle updates, regular communications to affected users, appropriate escalation, etc).
- To take ownership of user incidents and be proactive when dealing with user issues.
- Manage elements of the mobile phone service (inventory management, handset configuration and distribution to users).
- Procure, configure, and arrange delivery/installation of any IT hardware to multiple locations.
- Assist in managing the voice telephony infrastructure, including adds/changes/deletes of extensions, voice mailboxes at Head Offices and Centres when required or escalating to the appropriate third-party service providers where necessary.
- Set up laptops, projectors, audio-visual, video conferencing equipment.
- Undertake building PCs and laptops, and ensure allocation is recorded accurately.
- Provide out-of-hours support, if and when required (generally and routinely weekends from 09.00 - 15.00 UK time, but on other occasions by exception) - note: this support qualifies for additional payments.
- Support VIP's with elevated support requirements at deskside or by phone, or managed via another team, as and when needed, with an appropriate level of end-user communication and ownership.

Key Requirements:

- Experience of supporting MS Office and Windows Desktops
- Experience of Active Directory Administration at a user-management level
- Experience of VoIP
- Understanding of Microsoft 365 toolset
- Basic understanding of ITIL processes
- Experienced in building PCs
- Willingness to cover a split shift, covering between 08.00 and 18.00 UK.
- Principles of Computer Hardware and Networking