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Desktop Support Analyst

2 weeks ago

Camden, United Kingdom Digitek Resourcing Ltd TA DigiTech Resourcing Full time

**Key Roles and Responsibilities**
- Owning and escalating tickets 1st through to 2nd line support, using our third-party MSP where required
- The opportunity to step into 3rd line support duties will also be provided.
- Assisting in evaluating new technology and improvements with Head of IT
- Competent knowledge of bespoke business systems & Microsoft packages
- Adhere to approved practises and procedures when delivering support
- Deliver remote and/or onsite support services across two base locations and ad-hoc off-site events
- Owning, maintaining and improving the on-boarding process for new staff
- Ensuring all core documentation, business knowledge base documents and processes are created and updated as required
- Providing basic training for computer operation and IT safety
- Managing incidents, escalations and problem tickets within SLA's
- Managing systems and making sure updates are applied
- Participating in knowledge share and mentoring

Skills & Knowledge

Experience Required:

- Understanding of Azure Cloud products including the administration of Azure AD and Exchange Online
- Experience of CRM and delivery of technical and business systems support for standard and bespoke products through IT Service Desk to users
- Strong hands-on experience with Windows 10, Office 365 and Endpoint Manager
- Basic understanding of scripting, such as PowerShell
- Proactive and can work with minimum supervision
- Minimum of 2-year experience supporting within a 2nd line position
- Good problem-solving skills, and high-level interpersonal skills
- Good written and verbal communication skills
- Desire to progress and develop to a more experienced 3rd line role

Desirable Skills:

- Management of vendor and support partners, including regular service reviews
- Device and App deployment in Microsoft Endpoint Manager
- Mimecast troubleshooting and support
- SharePoint Online
- Dynamics Online