IT Service Desk Analyst

The IT Service Desk Analyst will report to the IT Service Desk Team Leader. You will be responsible for providing effective and reliable technical support and assistance to colleagues across the business.

This may include troubleshooting hardware and software issues, configuring and installing new systems, and providing training and support to users. You’ll be expected to carry out these tasks either via our service desk, over the phone or in person.

Responsibilities

To be successful in this role, you should have a technical background, with experience in Azure and Office 365 as well as a variety of other technologies and systems. You should be a problem-solver who is able to quickly identify and resolve issues, and have good communication and collaboration skills.

We are a fast moving and dynamic team of people. We work closely with our Infrastructure & Technical Solutions and Cyber Security teams to ensure we are aligned in our visions. It is essential that we cross-communicate effectively where necessary to reach optimal results and deliver a rock solid IT service. Working closely with these departments gives us a unique insight to how these teams work and the technologies they use.

Some Of Your Key Responsibilities Will Include

Providing technical support to staff via our service desk, over the phone or in person
Follow documented processes and procedures
Maintaining documentation and knowledge bases
Carrying out IT inductions with new starters
Identify potential issues and recommend solutions to improve system performance and reliability
Install, configure, and upgrade hardware and software
Document customer interactions and resolutions on our service desk
Maintain an up-to-date inventory of IT hardware and software
Provide Remote support for users in locations across multiple time zones
Provide IT support at events and meetings in line with the business requirements

Technical Requirements

Skills and Experience

A technical background, with some focus on supporting Azure and Office 365 environments
User and group management in Azure and OnPrem Active Directory
Experience troubleshooting software and hardware issues
Basic PowerShell knowledge
Supporting and troubleshooting audio & visual conferencing issues
Experience using and troubleshooting issues with Windows 10/11
Experience deploying and managing devices using Microsoft Autopilot

Non-technical Requirements

Previous experience working in a fast paced IT support team
Excellent problem-solving skills
Strong organisational and time management skills
Proactive approach to your work
Strong communication and interpersonal skills
Managing staff expectations and be able to use own initiative
The ability to work well under pressure
A customer-focused approach and a commitment to providing high-quality support to employees.

Desirable (but not necessary)

Experience supporting Apple Mac devices in a managed environment
Experience with the Azure portal and the Azure AD PowerShell module, including the ability to create and manage Azure AD objects using both the GUI and the command line.
Experience supporting different audio visual solutions
Experience deploying and managing devices using Microsoft Autopilot.