IT Support Analyst

2 months ago

Cambridge, Cambridgeshire, United Kingdom Featurespace Full time

About the Role

We are seeking a highly skilled and motivated Service Desk Analyst to join our IT Team at Featurespace. As a key member of our team, you will be responsible for providing exceptional customer service and technical support to our users across the UK offices and remote locations.

Key Responsibilities

  • Respond promptly to IT support requests and provide timely resolutions to issues
  • Provide technical support to end-users on Windows and MacOS devices
  • Support common SaaS and OnPrem services such as Office 365
  • Identify opportunities to automate common IT administrative functions using various tools
  • Support remote offices and home-based users
  • Contribute to and maintain IT knowledge base documentation for IT staff and end-users

Requirements

  • Excellent knowledge of Windows 10 and ability to support laptops, docking stations, and perform basic repairs
  • Understanding of basic ITSM processes, such as triaging tickets, prioritization, and resolving issues
  • Understanding of basic ITIL concepts, such as incidents and service requests
  • Able to follow documented policies and procedures
  • Microsoft Office 365 administration experience
  • Good understanding of Active Directory administration
  • Basic understanding of scripting, such as PowerShell
  • Good understanding of IT security principles, including malware prevention and remediation
  • Able to manage and prioritize own workload in line with issue details and team priorities

Desirable Skills

  • Working knowledge of MacOS and iOS
  • Managing Mobile Devices using MDM solutions
  • Previous experience of application rollouts to end-user devices
  • Experience of building laptops and desktops using automated build tools
  • MS Azure Active Directory and AD On Prem
  • Knowledge of Windows Server
  • Familiarity with MS Hyper-V or VMware

About Featurespace

Featurespace is committed to being a place of equality, inclusion, and respect, providing a safe environment for you to bring your authentic self to work. We value diversity and are dedicated to listening and learning from each other to build and maintain a positive and productive culture.

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