Service Desk Analyst

The IT Team is responsible for supporting all sites and staff, both in the offices, at home and on customer sites. The company utilises its significant investment in IT to gain an advantage over its competitors and relies on the IT Team to provide a reliable service and strategy to support both its daily operations and longer-term business development plans. You will be joining a friendly team making for an enjoyable place to work and grow.

Responsibilities

▪ 1st and 2nd , with an element of 3rd line technical support (phone, email and in person).

▪ Log support tickets for all issues flagged, including daily checks.

▪ Management of incidents and requests and escalating to 3rd line support where necessary.

▪ Processing of requests, to include but not limited to new starters, leavers and movers.

▪ Building of laptops, smartphone handsets to team standards.

▪ Hosting inductions for new employees.

▪ Assist in employee moves, meeting room setups and new office installations where appropriate.

▪ Equipment fault finding/troubleshooting, testing, repair or dispatch for repair.

▪ Maintenance of Inventory records.

▪ Troubleshooting Cloud technology such as Entra ID, Microsoft 365 and Exchange Online Monitoring automated reporting and responding to and resolving day-to-day operational issues ▪ Windows Server Support

▪ Troubleshooting on premise software, mainly focused on Citrix, VMware and Ivanti technologies.

▪ Creating, maintaining, and following technical documentation

You willthrive in this role if you have

▪ 2 years’ experience working in IT.

▪ Good knowledge of Windows (configuration and support).

▪ Strong team player.

▪ Good knowledge of Microsoft 365, including Teams, Exchange online & Intune.

▪ Possess strong written and verbal communication skills.

▪ Confident in supporting and communicating at all levels of the business.

▪ Active Directory user management.

▪ Entra ID user management.

▪ General understanding of LAN, WAN, DHCP, DNS