Job Description
Service Desk Analyst
Epsom
Rota:
Essential Skills
For more details or to apply for this position please contact Sophie Quinn (url removed)
Epsom
Rota:
- Weekly shift covering 07 00 Monday Friday.
- 1 in 4 Saturdays 09 00
- 1 in 4 Sundays ON CALL from 06 00
- Provide cover during Bank Holidays throughout the yea
- Hybrid working pattern is 2 days in the office and 3 days from a location of your choice.
- Employee car scheme for you and family fully insured
- Excellent pension scheme (up to 6% employee contribution and 15% employer contribution).
- 25 days holiday rising with service
- Private Medical Healthcare
- Group Income Protection cover with Aviva
- Employee Assistance Program
- Onsite gym, Sports and Social Club
- Wellbeing hour each month
- Two volunteering days per year
- Reward gateway voucher discounts
- Annual events (e.g., summer party, BBQ & Xmas party)
Essential Skills
- 5+ years' experience in Service Desk support
- Working knowledge and understanding of ITIL framework
- Demonstrable troubleshooting and problem resolution skills
- Strong experience of Microsoft Windows 11 support and installation
- Strong Microsoft Office and Office 365 skills
- Client patching and collection management using SCCM
- Active Directory and other account administration experience
- Strong documentation skills
- Experience working to Service Level Agreement targets
- Ability to use remote control tools and provide effective telephone / remote support
- Experience providing PC support including image creation, building, configuring and troubleshooting PC hardware and software
- Ability to assimilate new knowledge and skills, applying analytical thinking to identify root causes or problems and apply them at a practical level
- Windows Operating System - Windows 11
- Microsoft AD Admin tools
- Palo Alto Global Protect
- Microsoft Office 365 Admin & Support
- SharePoint
- Microsoft Teams Collaboration Tools
- MFD s
- SAP Concur
- ePDQ
- Crowdstrike ED&R
- Qualys Vulnerability Management
- Microsoft System Center Configuration Manager 2016
- InTune Mobile Device Management
- Banking systems including CitiDirect, Barclays.Net, ING
- Bespoke CRM and POS systems
- Windows Server
- Contact Centre as a Service such as TalkDesk
- ITSM systems such as Freshservice
- Microsoft Power Applications
- Ensure all incidents and service requests are successfully logged and accurately identified, categorised, prioritised, diagnosed and managed, while delivering excellent and clear communications of incidents, ensuring the customer is satisfied with the resolution of the call prior to closure.
- Work with third parties and colleagues to investigate, accurately diagnose, analyse & resolve issues and service interruptions
- Refer all requests that cannot be directly resolved at Service Desk level to the appropriate person, team or service provider whilst ensuring the customer is communicated to effectively.
- Escalate Major Incidents or complaints as appropriate.
- Identify and report recurring incidents to BTS Service Desk Management team to prevent problems.
- Attend bi-weekly problem management meeting where required to represent the Service Desk, and Weekly CAB where required to present and represent Service Desk
- Own all enquiries and ensure that the customer is kept up to date and informed of progress.
- Complete daily reports (when assigned) to ensure all active attacks and vulnerabilities are resolved and removed from the vulnerability report. Liaise with 3rd level teams where appropriate. This applies to client and mobile devices.
For more details or to apply for this position please contact Sophie Quinn (url removed)
About Dynamite Recruitment