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IT & Telecoms Service Desk Analyst - Technical Support Specialist
1 month ago
Unlock Your Potential as an IT Service Desk Analyst
We are seeking a highly skilled and motivated IT Service Desk Analyst to join our dynamic team at Spicerhaart. As an IT Service Desk Analyst, you will be responsible for providing exceptional technical support to our branch network users, utilizing your strong communication and problem-solving skills to resolve complex IT issues.
Key Responsibilities:
- Provide 1st line support for technical issues, delivering proactive support across the group.
- Investigate and troubleshoot IT technical problems and telecommunications faults.
- Log all calls within our SysAid ticket management software and use the system to provide accurate classification of incidents and requests.
- Record solutions within our incident management system and maximize the effectiveness of the system and IT support function.
- Manage and own internally escalated support tickets within SysAid to 2nd line support, infrastructure, and external referrals.
- Work within given SLAs, maintaining a good quality of service across the group.
- Assist staff using remote support software to diagnose and fix all IT-related issues, providing desktop support to all group services departments.
- Manage Active Directory user accounts.
Working Environment:
Our Head Office is conveniently located just a 10-minute walk from North Station and a short walk from the Town Centre, offering a great work environment. Our office within a large open-plan IT department provides access to state-of-the-art technology and cutting-edge security systems. Collaborate with an onsite team of highly skilled professionals, including developers and infrastructure specialists, fostering innovation and growth in a vibrant workspace.
Role-Specific Competencies:
- Good working knowledge of desktop/laptop/mobile/telephony systems.
- Desktop/Laptop O/S: Windows 10 & 11, MAC OSX.
- Mobile OS: Apple iOS, Android, Windows Mobile.
- Telephony Systems – Cisco hardware and Webex.
- All Microsoft Office 2016 and 365 applications.
- Desktop/desk phone/laptop hardware, printers, and MFD troubleshooting and diagnostics.
- Preferable Windows 2008/2012 Active directory and group policy knowledge.
- Knowledge of IT Service Desk and call logging environment or IT NVQ, Comp-TIA, MCDST, SDA, or equivalent qualifications would be an advantage.
Core Behaviours:
- Embraces change.
- Excellent customer service skills.
- Flexible approach to working hours.
- Offers a 5-star service.
Requirements:
To be considered for this role, you must be legally entitled to live and work in the UK in accordance with the Immigration, Asylum, and Nationality Act 2006. You will need to provide evidence of your right to work in the UK via proof of address, identity, and NI prior to a formal offer of employment.
