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London, Greater London, United Kingdom Montu UK Full time
About Montu UK

Montu UK is a leading cannabis company with operations in Europe and Asia-Pacific. We facilitate access to cannabis through locally integrated ecosystems that streamline the patient experience from end-to-end and set new standards in Cannabis Care.

Job Summary

We are seeking a highly skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will play a crucial role in providing technical support and assistance to end-users within the organization. You will handle technical issues, troubleshoot software and hardware problems, and ensure the efficient operation of IT systems.

Key Responsibilities
  • Technical Support
    • Provide Level 1 and 2 technical support to end-users via various communication channels.
    • Diagnose and resolve complex issues related to software, hardware, network connectivity, and IT systems.
    • Escalate unresolved issues to appropriate teams or Level 3 support for further investigation and resolution.
  • Incident Management
    • Log and track incidents using the IT service management system, ensuring accurate documentation of all support interactions.
    • Prioritise and manage the resolution of incidents based on severity and impact, meeting defined service level agreements (SLAs).
  • Problem Identification and Resolution
    • Analyse recurring technical issues and trends to identify underlying problems and recommend permanent solutions.
    • Collaborate with other IT teams to implement preventive measures and enhancements to minimise future incidents.
  • User Training and Documentation
    • Develop and maintain user-friendly documentation, knowledge base articles, and FAQs to empower end-users to resolve common issues independently.
    • Conduct training sessions and workshops to educate end-users on IT tools, systems, and best practices.
  • Asset and Configuration Management
    • Assist in the management of IT assets and configurations, including software licenses, hardware inventory, and configuration baselines.
    • Perform regular audits and updates to ensure accuracy and compliance with organizational policies and standards.
  • Continuous Improvement
    • Proactively identify opportunities to improve service delivery processes, tools, and workflows.
    • Participate in team meetings, peer reviews, and knowledge sharing sessions to contribute to the overall effectiveness of the Service Desk.
    Requirements
    • Bachelor's degree in computer science, information technology, or a related field (or equivalent experience).
    • Minimum 2-3 years in a technical support role, preferably in a service desk environment.
    • Strong proficiency in troubleshooting software and hardware issues on Windows and/or Mac platforms.
    • Strong problem-solving and analytical skills.
    • Knowledge of ITIL framework and experience with IT service management tools (e.g., ServiceNow, Jira Service Management).
    • Excellent communication and customer service skills with the ability to explain technical concepts to non-technical users.
    • Ability to work independently and as part of a team.
    • Customer-focused attitude with a commitment to providing high-quality support and service.
    • Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or ITIL Foundation are a plus.
    Benefits
    • 30 days holiday plus bank holidays pro rata.
    • Generous pension scheme with employer matching up to 5%.
    • Cycle to work scheme.