Senior Service Desk Analyst
Kingston
Full-Time
At Crew Clothing, we believe clothes are about so much more than "just clothes". Designed with the spirit of the south coast in every stitch, our crossed oars are a mark of timeless British style. These are clothes for life's best moments.
We believe in collaboration, kindness and creativity, in celebrating our successes and championing our customer at every step of the way. From '93 to now, people have been at the heart of everything we do. It's in our name – Crew.
Purpose of the role: We are looking for a Senior Service Desk Analyst with a wealth of experience to be the first escalation point when it comes to Technical Support. The Service Desk Lead will be bring to the team a great technical knowledge and understanding to provide strong support with a number of hardware and software issues, physical or remote. This role will report into the IT Operations Manager.
Responsibilities:
* Provide user support related to Hardware, Software and Application issues in Windows/Mac/ environment, and support other analysts with development in this area
* Manage and resolve more serious IT Support incidents, working with 3rd partners where appropriate
* Management and support of all Mobile Devices, including Point of Sale Android tablets and iOS phones
* Managing support processes, including Starter/Leavers and Access Requests
* Working with 3rd party partners to ensure externally managed incidents are dealt with within agreed SLAs.
* Administration of Active Directory and Microsoft 365 environments
* Managing and updating documentation, ensuring information is current and shared, where appropriate, with support partners
In order to be successful in this role you will need the following:
Essential skills
* Desire to grow within the techincal support space, with a genuine passion for all things IT
* Strong analytical and problem-solving skills
* Service focused with a desire to deliver outstanding standards of support
* Experience working in a Windows based support role
* Understanding of Active Directory, Exchange and Microsoft 365 products (including SharePoint, OneDrive and Teams)
* Excellent listening skills
* Takes ownership of issues and keeps all parties updated with regular progress reports
* Ability to work in an environment with changing priorities
* Action Orientated
* Highest level of integrity, honesty and trust
* Drive for results
Desirable skills
* Experience working with POS software
* Experience working with Microsoft Endpoint or similar technologies.
* Experience working with AV, Mail and Web filtering software.
What we can offer you:
* Staff Discount
* Uniform allowance
* Pension scheme
* Refer a Friend scheme
* Training and career development
* Supportive and rewarding culture