Service Desk Analyst (1st line)

What You'll Do

·  Responding to client’s technical issues via phone and email, triaging reported problems, resolving them, escalating them where necessary to more senior colleagues.

· Logging calls using service desk tools ITIL processes, working within these frameworks to deliver customer services levels >90% managing incidents to achieve where possible first call resolution and other company KPI’s.

· Maintaining good customer relations, including visiting sites within the greater London area.

· Managing user accounts within Office365 and allocating licenses.

·  Managing Active Directory and Azure services including the creation of user accounts and amending permissions where needed.

· Using remote tools such as MDM, Remote control & Chat to resolve user requests.

·  Deploying PC’s through Windows Autopilot and Intune.

· Setting up and configuring Windows based PCs and laptops.

What You'll Need

You will have already started your journey within IT but are looking to develop your skills within a fast paced and supportive environment. You may have the following experience: -

• IT support experience at a 1st line level
• Knowledge of ITIL, incident, problem and change management.
• Experience taking responsibility and ownership of stakeholders and projects
• A desire to provide excellent, proactive, customer service
• Well organised, able to multitask and work autonomously
• Positive and energetic
• Happy to work a variety of shifts including weekends

What You'll Love

Generous Time Off: Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.

Continuous Learning: Participate in regular lunch and learn sessions with both internal and external speakers.

Personal Development: Take advantage of 5 paid days annually to pursue new skills or knowledge.

Volunteer Opportunities: Contribute to your community with 2 paid volunteer days each year.

Team Spirit: Join a friendly team and engage in various social events organised throughout the year.