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ROLE PURPOSE

We are looking for an outstanding 1st / 2nd Line Service Desk Analyst to join our team. You will have a passion for hands-on problem solving and connecting and reconnecting users with the tools and applications they need to be effective. The role is about providing a great user experience. It’s about creative thinking, doing, and sharing knowledge and being the primary point of contact for all IT system issues. It’s about continuous improvement, and it’s also about leading by example. It’s about creating an atmosphere where people are always impressed by the service they receive.

KEY ACCOUNTABILITIES

• Deliver world-class 1st / 2nd Line Service Desk Support to up to 250 colleagues based nationwide (office based and home workers) and with majority located in our new central London office.


• Delivering all services in line with industry best practices (e.g. ITIL principles and framework)


• Educate and encourage users wherever the opportunity arises.


• Liaising with senior 2nd / 3rd Line Service Desk and 3rd Line MSP team to find prompt and practical technical solutions.


• IT Procurement, Asset and stock management and ensuring supply can meet demand.


• Ownership of the MSP Service Desk data to drive problem management and continuous service improvement.


• Implementation of business-critical documentation


• Utilise inhouse ITSM tool (Service Now) to accurately, and appropriately record and manage tickets.


• Operate efficiently across the relevant teams and work effectively in a team environment.


• Support all core business applications (MRI Horizon, Adobe, M365, Keystone)


• Maintain accurate and efficient working practices during busy periods of high work volume.


• Manage time effectively and demonstrate punctuality and dedication in attendance.
Involvement in occasional projects (e.g., deployments of hardware and software etc.)

REQUIRED SKILLS, EXPERIENCE AND QUALIFICATIONS

Person Specification:

• Genuine interest in IT and a desire to learn, develop and help others.


• Excellent verbal and written communication skills


• Excellent organisational skills and attention to detail coupled with the tenacity to see through to completion.


• Ability to multi-task between BAU and business Projects.


• Systematic and common-sense approach with an enquiring mind.


• Have a customer focused approach to all tasks.


• Risk avert mindset.


• Previous experience of working alongside MSPs a bonus.


• Ability to liaise with staff of all levels in a calm and professional manner.
A can-do/will-do attitude that is customer aligned.

Qualifications and Skills:

• 2 years’ experience in similar role.


• Degree educated or equivalent.


• IT certifications advantageous (e.g., MCP, CompTIA, ITIL)


• Solid understanding of Incident Management and Service Request Management


• Good operational knowledge of Microsoft Active Directory, Azure Active Directory, Office 365


• Experience of installing, upgrading, configuring, and troubleshooting Windows 10 platform environment


• Experience of troubleshooting software issues – Microsoft, Adobe etc..


• Sharepoint support and administration a real bonus


• Working knowledge of Microsoft Intune, a real bonus


• Supporting core business applications - MRI Horizon (bonus), Clear Rooms, Bamboo HR, Argus Developer and JAMF Threat Defence.


• Good understanding of AV systems


• Android Mobile Support.