Technical Service Desk Professional

2 weeks 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 play a critical role in providing exceptional customer service and technical support to our users.

Key Responsibilities

  • Respond promptly to IT support requests and provide timely resolutions to issues
  • Provide technical support to end-users on Windows and MacOS, including troubleshooting and resolving hardware and software issues
  • Support common SaaS and OnPrem services, such as Office 365, and ensure seamless integration with our IT infrastructure
  • Identify opportunities to automate common IT administrative functions using various tools and technologies
  • Support remote offices and home-based users, ensuring they have access to the resources and support they need
  • Contribute to and maintain IT knowledge base documentation for IT staff and end-users

Requirements

  • Excellent knowledge of Windows 10 and MacOS, with the ability to troubleshoot and resolve complex technical issues
  • Strong understanding of ITSM processes, including ticketing, prioritization, and issue resolution
  • Ability to follow documented policies and procedures, and contribute to the development of new processes and procedures
  • Experience with Microsoft Office 365 administration and Active Directory administration
  • Basic understanding of scripting, such as PowerShell, and experience with audio and video conferencing solutions
  • Excellent communication and interpersonal skills, with the ability to work effectively with users at all levels

Desirable Skills

  • Working knowledge of MacOs and iOS, with experience managing mobile devices using MDM solutions
  • Previous experience of application rollouts to end-user devices, including building laptops and desktops using automated build tools
  • Experience with MS Azure Active Directory and AD On Prem, as well as knowledge of Windows Server and Hyper-V or VMware

About Featurespace

Featurespace is a leading provider of real-time risk and decision analytics, and we are committed to creating a positive and inclusive work environment that values diversity and promotes equality. We are dedicated to listening and learning from each other, and to building a culture that is supportive and productive.

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