Technical Service Desk Analyst

2 days ago


Birmingham, Birmingham, United Kingdom Searchability Full time
About the Job
We are seeking a skilled IT Support Specialist to join our team in Birmingham. As a Service Desk Analyst, you will be responsible for providing 1st and 2nd Line Support, logging incidents into the service desk system and managing tickets triaged from front-line support. This is a permanent role that may require the successful candidate to work overtime, weekends, and be flexible with start/finish times.

Key Responsibilities:
- Logging incidents into the service desk system and managing tickets triaged from front-line support.
- Providing 3rd Line support with networking tasks and project work.
- Management of escalation through other teams always ensuring high quality of feedback and service to customers.
- Deploying and maintaining software and hardware as directed, including patches/hotfixes.
- Maintaining active directory/exchange user accounts and relevant file security permissions.
- Assisting with backup management, data retrieval, either on-site or cloud based.

Requirements:
- ITIL v3-4 Foundation and experience working in an ITIL environment / Service Level Agreements.
- Windows 10, Windows Server 2008/2012/2016/2019 Remote Desktop/Terminal services environments.
- Microsoft Active Directory and troubleshooting.
- Knowledge of TCP/IP Networking and experience with DHCP, DNS and VPNs.
- Experience of HP MSA SAN and networking hardware.

Benefits:
- Group Life Assurance (after 1 year's service)
- Employee Bonus Scheme
- Health Cash Plan
- Salary Exchange workplace pension employer 4% / employee minimum 5%
- Extensive Retailer Discounts and Wellbeing Centre
- Access to Pluralsight for workplace and personal development
- Annual Summer and Christmas parties
- Quarterly section / department nights out

Location: Office based in Birmingham
Estimated Salary: £35,000 - £40,000 per annum, depending on experience.

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