Service Desk Support Analyst
Working for our prestigious client in Reigate, you will be the main point of contact for all IT issues within the business and will manage these issues through to resolution.
Working closely in conjunction with the external IT & Security providers you will be part of a team responsible for providing excellent IT Service Delivery.
Job Description:
Provide support via remote access, phone, chat, email and in person;
Increase customer satisfaction whilst improvement of operational efficiency.
Work independently where required, own problems and issues whilst knowing when to escalate.
Assess, record, prioritise and monitor such issues to effective resolution.
Liaise with the wider IT team for additional issue resolution support when required.
Provide timely communications through the issue lifecycle.
In addition to issues presented, analyse what issues could be faced in the future.
Identify key trends and indicators that may be indicative of underlying cause.
Ensure systems are accurate and fully up to date and ensure company policies are adhered to;
Provide clear and accurate status reports.
Perform routine scheduled system administration tasks.
Document Standard Operating Procedures.
Daily, weekly and monthly system checks.
Asset & license management.
Continuous improvements of administration systems.
Quarterly Assurance (QA) checks;
Maintaining Asset inventory
Departmental invoicing
Other;
Test new systems and provide input into proof of concepts
Establish good relationships with internal and external stakeholders
Produce reports on service desk incidents, changes and problems
Identify risks and breaches in accordance with company policy
Facilitate and deliver technical projects
Person Specification / Technical Knowledge:
Must have the appropriate level of education or professional IT/operations/industry related qualifications
The job holder should have the technical knowledge and working experience of the technologies
outlined below.
Experience with leading and delivering technical projects.
Capability to resolve and own technical issues.
Solid experience in a client facing support role.
Ability to review and improve current technologies.
Excellent problem solving, analytical and troubleshooting skills, with the ability to know when to escalate
issues to provide the most efficient support to the end user.
Technical Knowledge
Microsoft 365/Azure
Office 365 applications, OneDrive, Teams, Sharepoint
Azure Site Recovery
Azure AD Connect
Azure Rights Management
Cloud App Security
Intune MDM
Infrastructure
Active Directory
Microsoft Exchange/Exchange Hybrid
Group Policies
Backup & recovery systems.
Cloud Monitoring tools
Knowledge of Cyber Security issues and technologies
Vulnerability Remediation
VMWare administration and configuration
Networking, DNS, DHCP TCP/IP. Firewalls, troubleshooting networking. (Wired and Wireless)
Preventative
End user support
Windows 10
iOS
Working with third party IT vendors
VOIP
Hardware & Software configuration
Also have the confidence and willingness to learn new systems.
Additional Information:
Based in Reigate
£27,000 - £32,000
Monday - Friday
Quarterly performance-based bonus (Up to 22% of basic salary, average pay out of 15%)
Employee Car Scheme
Company Pension Scheme
25 days holiday plus bank holidays
Option for private healthcare
Monday - Friday, 9.00am - 5.00pm
Parking
Due to COVID-19, employees are currently working remotely. The usual place of work for this position is in Reigate, Surrey
We appreciate the time you took to apply for this vacancy, however due to the high level of applications that we receive, we can only respond to successful candidates. In the meantime, please check out our website to read more about our company and privacy policy.
Optima Recruitment specialists in Permanent & Temporary Recruitment, including; Administration, Secretarial & PA, Accounts & Finance, Graduate Opportunities, Human Resources, Recruitment Consultancy, Sales & Marketing, Customer Service and Legal.
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