Connecting Talent to opportunity

Connecting Talent to opportunity

Service Desk Analyst

Expired

Job Description:

James Adams is currently looking for an experienced Service Desk Analyst. This role is based in Birmingham working hybrid remotely twice per week on a 3 month initial contract inside IR35.

 

Position Summary

The role of the Service Desk Analyst is to provide first and second line technical support to telephone, email and in-person requests from all internal customers. They are to ensure that support issues are dealt with promptly and appropriately or to escalate to outsourced members of the IT support function within the company, as well as third parties.

 

Key Responsibilities

  • To provide first and second-level technical support to telephone, email and in-person requests from users for all PC hardware, software, and associated peripherals.
  • To log support calls and document their outcome to facilitate the resolution of common queries.
  • To redirect or escalate support requests as appropriate to outsourced partners within the company and third parties.
  • To contribute to ensuring that the IT systems and software are kept up to date and messages are passed on and feedback is received promptly.
  • To deploy PCs and associated peripherals including new installations and the redeployment of existing equipment.
  • To install and configure operating systems to agreed standards under the direction of the Technical Support Team Leader.
  • To set up new starters from AD user creation to ensure all IT equipment is in place for the user.
  • To remove access through proper processes when a user leaves the business, ensuring all equipment is returned and repurposed.
  • To maintain the existing PCs and peripherals to standards determined by the Technical Support Team Leader, by performing upgrades, new installations, booking repairs and carrying out routine procedures.
  • To assist in the compilation of the Support team’s technical documentation, guidelines and procedures and ensure they are disseminated to users.
  • Security and Compliance: All IT staff must familiarize themselves and comply with all information security and compliance rules, regulations, and policies.
  • To assist in the planning and implementation of projects related to the improvement of IT apps and services.
  • To liaise with colleagues in all Support and Technical Development teams within the company to ensure continuity of service for all users.

 

Desired Skills & Experience

  • Experience in using helpdesk ticketing solutions.
  • Experience in working with a large, corporate Active Directory structure.
  • Experience using Microsoft O365 (Windows 10 and Office Suite).
  • Basic Networking protocols (TCP/IP), networking infrastructure, DHCP, DNS, PXEboot.
  • Mac OS experience and basic troubleshooting.
  • An appetite to learn and develop, with an outstanding work ethic.

 

Please send your CV now to apply!

 

  • Job Type

    Contract, Full Time

  • Work Authorisation

    No

  • Industry Sector IT & Internet
  • Years Experience

    2+ years