Ict Service Desk Analyst

7 days ago

Woking, United Kingdom NUVIAS GROUP LIMITED Full time

**Main Job Purpose**

1st and 2nd Line Support - You will be the pathway and the initial contact for any issues and problems encountered by our users. You must possess excellent all-round skills in information & communication technology environments.

Ticket Management - Taking required action for tickets and incidents raised as they are logged, either by our internal helpdesk system or in person. You will need to identify, prioritise and action all received alerts and log any incidents.

Telephone management - Handling calls in a timely professional manner. Prioritising your work is essential in what will be a fast-paced environment within a small team.

**Duties and Responsibilities**
- Initial analysis of PC, Network, Hardware and Software incidents (includes liaising with 3rd party companies
- Manage the lifecycle of all incidents
- Fulfil service requests following internal processes/procedures to guarantee consistency and quality of service
- Conduct regular checks of all workplace services to ensure systems are running smoothly
- Excellent customer service & communication skills
- Identify and help drive forward improvements in customer satisfaction

**Skills / Attributes Required**

**Essential**:

- Windows Operating Systems (both client and server)
- Networking (TCP/IP, DHCP, DNS) including Wireless LANS
- Active Directory & Exchange preferably with Azure and Office 365
- Hardware support - Desktop, Laptops, Handhelds & Printers
- Experience of managing corporate telephony solutions (Desktop & Mobile)
- Anti-Virus & Web Filtering solutions

**Advantageous**:

- Working knowledge of VPNs & Firewalls
- Mobile Device Management knowledge
- PowerShell scripting experience.
- Knowledge of IOS / OSX / Apple device administration (MAC, iPad, iPhone).
- Microsoft Certified Solutions Associate qualification
- ITIL Foundation qualification
- Experience of working in ISO 9001 and ISO27001 environments.

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