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About
Our client uses technology for the nation’s benefit, developing world-leading capabilities that help their customers think smarter and act faster. Their UK operations cover all Thales’ key business sectors, including aerospace, defence, digital security, and space.
Role Overview
The role involves working as part of the UK Service Desk Team, providing IT support to all UK business users. Responsibilities include handling incidents and service requests using the Service Desk tool (ServiceNow), logging, troubleshooting, diagnosing, and managing incidents to resolution, and assisting with service requests.
Key Duties
* Answer all calls and chats to the Service Desk within SLA response times.
* Manage incidents from start to resolution, ensuring customer satisfaction and SLA compliance.
* Assist with end-user service requests, including logging, guidance, and management until resolution.
* Accurately record incident details and troubleshooting activities in ServiceNow.
* Contribute to root cause analysis and troubleshooting, ensuring data accuracy.
* Provide a high level of first-time fix for incidents.
* Escalate incidents when SLA timescales are reached.
* Provide regular updates to customers until incidents are resolved.
* Assist with user account creation in Active Directory and email account management in Exchange.
* Administer data access within Active Directory.
* Deploy Virtual Machines within VMWare.
* Manage software deployment and licensing using SCCM.
* Adhere to Thales procedures, working practices, and security requirements.
* Perform other ad-hoc duties as required to support the Service Desk.
Candidate Requirements
* Excellent customer service skills
* Confidence and logical thinking
* Strong organizational skills
* Methodical problem-solving approach
* Enthusiasm for Information Technology
Nice-to-Have Skills
* Active Directory
* VMWare
Location
Doncaster, England
Work Experience
* Systems Administrator
* Desktop Support
Languages
* English
Seniority Level
Internship
Employment Type
Full-time
Job Function
Information Technology
Industries
Technology, Information and Internet
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