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IT Support Specialist

2 months ago

Birmingham, Birmingham, United Kingdom Applause IT Recruitment Ltd Full time
Job Title: Service Desk Analyst / Engineer

We are seeking a skilled Service Desk Analyst / Engineer to join our team at Applause IT Recruitment Ltd. This role is crucial in delivering IT support within a Service/Helpdesk team, providing both 1st and 2nd line support to all IT, Communications, and Freight-related systems.

The team operates in an ITIL-based environment, resolving technical issues and managing service requests for both onsite and remote users. As a Service Desk Analyst / Engineer, you will act as the single point of contact for users, handling a range of service requests from individual technical issues to system-wide outages.

Key Responsibilities:
  • Log incidents and service requests into the system.
  • Manage and resolve service desk tickets escalated from 1st line support.
  • Work closely with teams to ensure efficient incident resolution and customer satisfaction.
  • Deploy software updates, manage hardware, troubleshoot printers and scanners, and maintain Active Directory and security permissions.
  • Maintain accurate records, including asset management, stock control, and updating the knowledge base.
  • Assist with both onsite and cloud-based data backups.
  • Participate in a rota for out-of-hours cover and perform maintenance during off-peak times.
Required Skills:
  • ITIL Foundation (v3-4) and experience in ITIL environments.
  • Strong knowledge of Windows (10, Server), Microsoft Active Directory, Office 365, and networking protocols (TCP/IP, DHCP, DNS).
  • Familiarity with virtualisation (VMware) and cloud platforms (Microsoft Azure).
  • Experience supporting printers, scanners, and mobile devices (iOS, Android).
  • Ability to prioritise tasks and work independently in a fast-paced environment.
Desirable Skills:
  • Experience with Supply Chain & Freight systems.
  • Familiarity with MS SQL, PowerShell, and MS Visio.
  • Certifications such as ITIL, MCSA, CompTIA A+, or Security+ are beneficial.