ICT Infrastructure Support Specialist
4 weeks ago
Job Role: ICT Operations Analyst
About the role: We are looking for a highly skilled ICT Operations Analyst to join our team at Adecco UK LTD. The successful candidate will be responsible for monitoring and administering the Service Desk mailbox, phones, and monitoring screens, logging and recording all interactions, incidents, and service request tickets.
Key Responsibilities:
- Monitor and administer the Service Desk mailbox, phones, and monitoring screens, logging and recording all interactions, incidents, and service request tickets.
- Perform in-depth technical investigation, diagnosis, and resolution of incidents and service requests that could not be resolved by Service Desk Analysts.
- Contribute to technical documentation on known issues, workarounds, and permanent fixes to the central knowledgebase.
- Assist with the Access Control, Building Security system, Key/Password issuing process, and Permit to Work in the Data Centres.
- Ensure continuity of handling across all shifts through appropriate communication and handover.
- Follow business processes and comply with all governance requirements.
- Previous experience of working within a Service Desk environment, Incident and Request Fulfilment process disciplines, and understanding of priority classifications and SLAs.
- Microsoft Certified: li>
- Microsoft 365 Certified: Modern Desktop Administrator Associate MD (Apply online only) Desktop (Intune / EPM) Cloud experience.
- Apple Mobile Phone / Apple Business Manager experience.
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