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Service Desk Analyst

1 month ago

Chelmsford, Essex, United Kingdom Ringway Jacobs Full time
Senior ICT Service Desk Analyst

**Job Summary**
We are seeking a highly skilled Senior ICT Service Desk Analyst to join our team at Ringway Jacobs. As a key member of our IT department, you will be responsible for providing exceptional technical support to our internal staff and external customers.

**Key Responsibilities**
• Monitor and respond to incoming IT support requests via the ticketing system, telephone, or from colleagues
• Implement fixes and solutions in line with IT standards, either directly with customers or via email, remote control, or onsite
• Maintain accurate records of support issues using our ITSM system
• Set up and relocate new desktops, laptops, tablets, phones, and other devices such as printers
• Build and deploy IT equipment as required
• Provide proactive problem management by checking manufacturer websites
• Produce collateral for use on our websites, including self-help articles, help videos, and blog posts
• Offer support and training with new devices and software
• ITIL Foundation certificate
• Previous experience supporting Android, mobile device management software, or AirWatch (WorkspaceONE)
• Previous experience working as a 2nd line IT support engineer
• Previous experience of hands-on desktop support with a range of operating systems
• Hardware configuration and deployment, including PCs, laptops, tablets, mobiles, and printers
• Microsoft Office support, including Outlook, Word, Excel, and Office 365
• Previous experience supporting security products, including Anti-Virus

**Requirements**
• ITIL Foundation certificate
• Previous experience supporting Android, mobile device management software, or AirWatch (WorkspaceONE)
• Previous experience working as a 2nd line IT support engineer
• Previous experience of hands-on desktop support with a range of operating systems
• Hardware configuration and deployment, including PCs, laptops, tablets, mobiles, and printers
• Microsoft Office support, including Outlook, Word, Excel, and Office 365
• Previous experience supporting security products, including Anti-Virus

**What We Offer**
We offer a competitive salary and benefits package, as well as opportunities for professional development and growth.