IT Service Desk Analyst

The IT Service Desk Analyst is responsible for providing second-level technical support to telephone requests and emails from all regional (and global) staff. They ensure that support issues are dealt with promptly and appropriately or escalated to the relevant team members and third parties. The specialist will be an integral part of the team, undertaking projects necessary for the smooth running and progression of IT within the region and business. This role offers clear opportunities for professional growth and career development.

Responsibilities

• Provide second-level technical support to telephone and email requests from users for all hardware, software, phones, AV equipment, and associated peripherals.
• Promptly respond to requests and cases from end users (both local and remote) by troubleshooting and/or researching and providing the appropriate resolution.
• Develop and document internal IT processes and procedures.
• Log support calls and document their outcome to facilitate the resolution of common queries.
• Redirect or escalate support requests as appropriate to team members and third parties.
• Proactively provide information to users on the progress of outstanding support calls.
• Deploy laptops/mobile devices and associated peripherals, including new installations and the redeployment of existing equipment.
• Install and configure operating systems and software to agreed standards.
• Provide training and answer questions to end users for adopting new technology/IT practices.
• Work closely with other IT staff members globally to acquire additional technical and non-technical knowledge.
• Assist in the compilation of the support team’s technical documentation, guidelines, and procedures, and ensure they are disseminated to users.
• Provide at all times a professional, courteous, and rapid response to individual users.

Requirements

• Minimum five years of relevant experience.
• Excellent customer service skills (written and verbal).
• Proficiency in MS Excel, Word, and Outlook required.
• Must be organized and able to work in a fast-paced environment.
• Some travel around the APAC region may be required throughout the year.
• Networking protocols (TCP/IP), networking infrastructure, DHCP, DNS, switching, and routing.
• Some scripting experience, preferably with PowerShell.
• Maintenance/monitoring of antivirus solutions and software packages (Intune).
• Azure server infrastructure management.
• Office 365 administration and management.
• CompTIA A+/Net+, CCNA, Microsoft 365 Certified: Endpoint Administrator Associate, Cisco Certified Technician (CCT), or related certification a plus.

What We Can Offer

• Competitive salary (depending on experience).
• 28 days holiday.
• Discretionary bonus.
• Annual salary review.
• Pension (with company contribution: 5% of annual salary).
• Enhanced maternity and paternity leave (depending on length of service) and shared parental leave.
• Private medical insurance.
• Group Income protection.
• Life assurance.
• Cycle to work schemes.
• Season ticket loans.
• Regular social, cultural and charitable activities.
• Flexible working with office laptop and phone provided.