IT & Telecoms Service Desk Analyst

Activities / Main Duties:

• 1st line support answering up to 40+ technical supports calls daily, delivering pro-active support across the group.

• Investigating and troubleshooting both IT technical problems and Telecommunications faults.

• Logging of all calls within our SysAid ticket management software and using the system to provide accurate classification of incidents and requests.

• Recording solutions within our incident management system and maximising the effectiveness of the system and IT support function

• Management and Ownership of internally escalated support tickets within SysAid to 2nd line support, Infrastructure and external referrals.

• Working within given SLA’s maintaining a good quality of service across the group.

• Assisting staff using remote support software to diagnose and fix all IT related issues. Providing desktop support to all group services departments.

• Management of Active Directory user accounts

Working environment

Working at our Head Office, conveniently located just a 10 minute walk from North Station and a short walk from the Town Centre, offers an great work environment. Among local amenities and the attractive Castle Park, our office within a large open-plan IT department, provides access to state-of-the-art technology and cutting-edge security systems. Collaborate with an onsite team of highly skilled professionals, including developers and infrastructure specialists, fostering innovation and growth in a vibrant workspace.

On-Site there is a cafe and relaxation area, where free hot drinks and subsidised food can be purchased., * Customer Focus – Respond promptly to customer requests for information and/or assistance, confirm/clarify understanding of customer requests/issues and seek for advice when appropriate.

• Innovates for Success – Helps implement new ideas and solutions and make suggestions voluntarily.

• Delivers Results – Demonstrate a clear focus on quality and speed of response.

• GDPR – Understanding of best practices and competence in line with current guidelines.

Core Behaviours:

• Embraces change

• Excellent customer service skills

• Flexible approach to working hours.

• Offers a 5 star service

• Good working knowledge of desktop/laptop/mobile / Telephony systems :

• Desktop/Laptop O/S: Windows 10 & 11, MAC OSX

• Mobile OS: Apple iOS, Android, Windows Mobile

• Telephony Systems – Cisco hardware and Webex

• All Microsoft Office 2016 and 365 applications.

• Desktop/desk phone / laptop hardware, printers and MFD troubleshooting and diagnostics.

• Preferable Windows 2008/2012 Active directory and group policy knowledge.

• Knowledge of IT Service Desk and call logging environment or IT NVQ, Comp-TIA, MCDST, SDA or equivalent qualifications would be an advantage.

• Effective Communication – Communicate relevant information effectively.

• Commerciality & Technicality – Demonstrate a good level of technical and professional skills in job-related areas.

• Bring out the best in people – Support coaching activities in order to improve performance and maximise.

• Team Worker – Contribute ideas and share information within and across work groups., * Android

• Mac

• OS

• Service Desk

• Telecommunications

• Related Issues