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Service Desk Analyst
3 months ago
Service Desk Analyst - Hybrid- £35k-Azure-Active Directory
My Client is looking for a Service Desk Analyst That will log all incidents and service requests in their service management tool, these will be received via phone, email and their web form.
· The Technical Support Analyst will be responsible for providing excellent customer service for our employees, field teams and clients ensuring all BAU tickets are picked up in a timely manor. As the first port of call for our customers it’s key customer service is valued.
· The Technical Support Analyst will take ownership of incidents and service requests, endeavouring to resolve them in a timely and efficient manner, if this is not possible, escalating them to the appropriate team.
· Responsible for installing, configuring, and maintaining hardware and software across a range of devices and applications.
· Responsible for provisioning and managing user accounts and permissions including onboarding and off-boarding staff
· Configuration of new accounts and provisioning new hardware.
· Ensuring our IT knowledge base is kept up to date with information gained from resolving incidents and service requests to improve resilience and knowledge sharing.
· Hands on support for our customers onsite based on a weekly rota.
· Responsible for maintaining personal development, striving to learn new skills and technologies to bring innovation and automation to better process and procedures.
· Responsible for the adoption and support of the new application and functionality to the rest of the IT Team.
The role holder will be part of the Service Desk function that operates on a 10-hour, 5-day-a-week basis, the role holder will be expected to provide standby out-of-hours support on a rota. The person in this role needs to be able to think both tactically and also deliver a robust IT service.
Skills, Experience & Qualifications
· Demonstrable experience in effective troubleshooting of the Windows operating system.
· Demonstrable experience in communicating effectively via phone, email, and in person.
· Experience in providing excellent customer service in high growth, changing environments, demonstrating adaptability and resilience to deal with ambiguity and technical complexity.
· Ability to prioritise and manage multiple tasks simultaneously.
· Working knowledge of Microsoft Azure, Active Directory, Exchange, and Office 365.
· Demonstrable knowledge of IT Service Management frameworks (ITIL, COBIT)
· Working knowledge of the Microsoft technology stack.
Desirable
· Demonstrable experience in troubleshooting database and data issues.
· Demonstrable experience in effective application troubleshooting skills (web, thick client, mobile, API, SAAS).
· Demonstrable experience with Microsoft Dynamics.
