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Service Desk Analyst

2 weeks ago

Guildford, United Kingdom Reflex Computer Recruitment Full time

**1st Line Support Engineer - Service Desk Analyst - IT Service Desk Analyst
- Helpdesk Engineer - Cloud Infrastructure Support - Cloud 1st Line Support Engineer -Windows Server, Windows 7/10, ITIL - O365, Active Directory, Exchange, SCCM, ServiceNow
- Public Cloud - Azure - Intune - £25,000 - £30,000 + Benefits - Shifts Monday to Friday between 07.00 - 19.00 Hybrid Remote and office Godalming, Surrey.**

My client is looking for an enthusiastic **1st Line Support Engineer -IT Service Desk Analyst** to join a team that provides remote support to customers via remote technologies and telephone support for all desktops, laptops, and mobile devices.

**The key responsibilities for this 1st Line Support Engineer
- Service Desk Analyst -**
- Providing end-user support via remote technologies and telephone support
- Technical support for all endpoints, desktops; laptops, and mobile devices.
- Initial triage, accurate assessment of the impact and urgency of a fault/request, and responding accordingly
- Ensuring SLAs and OLAs are managed and met
- Effective and efficient ticket management, ensuring regular status updates are visible in both internal and customer-facing
- Working as a team to ensure all tickets are owned and progressed through their lifecycle to a prompt resolution and agreed on customer closure, ensuring timely escalation to 2nd and 3rd line as/when necessary

**Key Skills**
- **Working in a Service Desk environment - 1st Line Support Engineer**:

- Microsoft Intune Endpoint Management and Autopilot builds
- Hardware fault diagnosis
- Active Directory Users and Computer administration
- **Public Cloud (Azure)**:

- **Azure AD including MFA**:

- Experience in using ServiceNow
- Office 365 Admin Centre
- **Understanding of ITIL - Ideally Certified**

**Advantageous / Desirable skills** are any experience with Microsoft SCCM, Experience with proxy technologies (Forcepoint/Mimecast), Understanding of basic networking principles (TCP/IP, etc), Understanding of ITIL operations module (Incidentmanagement, request fulfillment, and problem management), Microsoft Azure certifications.

My client is offering a **Hybrid remote and Office working environment**, so must live within easy commutable distance of their offices in **Godalming, Surrey.Salary is between £25,000 - £30,000 + Benefits + Great Career Potential