Service Desk Analyst

2 weeks ago

Portsmouth, United Kingdom Service Care Solutions - Criminal Justice Full time

Service Care Solutions are looking for a Service Desk Analyst to work in Portsmouth.

**What is the role?**
Reporting to the Service Desk Manager, you will work as part of a team providing first line support to users based at various locations.
You will deliver exceptional customer service through the effective logging, investigation and resolution of IT incidents, problems and requests. This is a very busy and challenging environment.
You will receive and handle requests for support following agreed procedures, respond to common requests for support by providing information to enable problem resolution and promptly allocate unresolved calls as appropriate.
Your priority will be to deliver an exceptional end to end service to our customers.
You will:

- Manage a team queue as well as your own call queue using vFire helpdesk software.
- Resolve calls at first point of contact.
- Troubleshoot a wide variety of problems and then identify and deliver practical solutions.
- Administer parts of the technical environment, including user account administration.
- Install and support a variety of software packages and hardware devices.
- Be required to cross-skill with 2nd line support colleagues.
- Create technical documentation and user guides.

**Who is the person?**
**You need**:
- 2 years IT Service Desk Experience
- Using a Service Desk logging system.
- Active Directory / Windows administration.
- Microsoft Azure
- Microsoft Office - intermediate/advanced (M365)
- Windows 10
- Exchange 365 Admin.
- Microsoft Teams
- OneDrive for Business
- Intune Mobile Device management.
- Hardware Support for Desktops and Laptops
- Excellent customer experience.
- Have experience of finding and delivering solutions that are creative, fit for purpose
**The following areas would be desirable**:
- SharePoint
- Powershell.
- IP Telephony
**Working Time Arrangements**:

- Required to participate in a team rota to cover the period between 8:00am and 5:00pm.

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