Service Desk Analyst (Contract) - London

We are looking for a Service Desk Analyst to join our London office for a 12 month contract. As a Service Desk Analyst, you will be the first point of contact for technical support, delivering high-quality customer service and resolving a wide range of IT issues.

Your responsibilities will include:

• Incident Management: Logging, triaging, and resolving technical issues related to desktop systems, video conferencing equipment, printers, and a broad suite of software applications.
• Application Support: Providing guidance and troubleshooting for commonly used applications, escalating complex issues to 2nd Line Support when necessary.
• User Access Control: Managing user provisioning, permissions, and access requests in line with security protocols.
• Business Continuity & Vendor Coordination: Assisting in continuity planning and liaising with external vendors for hardware and software support.
• Collaboration: Working closely with internal teams, including 2nd and 3rd Line Support, to ensure seamless issue resolution and knowledge sharing.

Platform Profile:

• Desktop Platform: 100% VDI
• Operating System: Evergreen Windows 11 & Microsoft 365
• Directory Services: Active Directory & Microsoft Entra
• Profile Management: Ivanti and FSLogix
• Application Delivery: Virtual and native
• Email Services: Outlook, Exchange Online and Mimecast.
• System Monitoring: System intelligence monitoring and data collection provided by Lakeside SysTrack.
• Security Systems: Microsoft Defender, Ivanti and Qualys.
• Thin Client Management: Dell zero/thin clients
• Collaboration Tools: Teams for video conferencing and collaboration.

Role Responsibilities:

• Provide a proactive and quality service
• Ensure all support tickets are responded to within a timely manner
• Manage the customer's expectations and ensure they receive regular updates on outstanding issues
• Ticket escalations
• Manage issues through to resolution where possible
• Update Service Desk tickets so others can see updates
• Carry out root cause analysis
• Undertake continuous improvement & small-scale enhancements/mini projects as requested
• Create and update documentation as required
• Ensure our infrastructure is kept secure and adhere to our IT Security and Information Risk controls

Experience Required:

• Essential: Experience in a customer facing environment. A keen interest in technology and a willingness to learn.
• Beneficial: Windows 11 and Microsoft 365 Suite of Applications, Active Directory, Microsoft Entra/Azure, Microsoft Authenticator, Microsoft Intune, ServiceNow, Omnissa, formerly VMware, Mimecast, Altiris / Software Centre (Application Deployment/Imaging), PowerShell Scripting, Understanding of networking and server infrastructure.

Personal Qualities:

• Strong focus on providing exceptional customer service.
• Excellent written and verbal communication skills.
• Confident in a technically complex environment with shifting priorities.
• Works well under pressure in a busy office setting.
• Able to explain technical issues to diverse audiences.
• Adapts approach based on situation and audience.
• Engages in meaningful interactions with users.
• Prioritises users and manages competing priorities effectively.
• Provides solutions to potential problems.
• Builds relationships across the organisation.
• Maintains a positive attitude and team spirit.
• Responds calmly under difficult conditions.
• Adapts to changing work environments and remains focused.