Job Description
Service Desk Analyst - £200 to £250 – Inside IR 35Overview:Our client a multimillion pound corporation is seeking a Service Desk Analyst with recent capabilities in Windows 10, Azure, Intune, Office 365 and Autopilot / AOVPN. The chosen Service Desk Analyst must be able to provide a confident, friendly, effective and efficient IT support service to our users through the use of skills, tools, third parties, and appropriate escalation points to minimise the impact to the business of such incidents.This is a 3 month rolling contract paying between £200 to £250 PD Inside IR 35 to start ASAP with travel to site in Morden (must be commutable). Roles & Responsibilities:• To provide first and second level technical support to telephone, email and in-person requests from users for all PC hardware, software, and associated peripherals• To log support calls and document their outcome to facilitate the resolution of common queries• To redirect or escalate support requests as appropriate to outsourced partners within the company and third parties• To contribute to ensuring that the IT systems and software are kept up to date and messages are passed on and feedback received promptly• To deploy PCs and associated peripherals including new installations and the redeployment of existing equipment• To install and configure operating systems to agreed standards under the direction of the Technical Support Team Leader• To setup new starters from AD and remove access through proper processes when a user leaves the business, ensuring all equipment is returned and repurposed• To maintain the existing PCs and peripherals to standards determined by the Technical Support Team Leader, by performing upgrades, new installations, booking repairs and carrying out routine procedures• To assist in the compilation of the Support team’s technical documentation, guidelines and procedures and ensure they are disseminated to usersEssential Skills & Experience:• Excellent customer service & communication skills - especially telephone, face to face & email.• Strong problem solving skills - software and hardware.• Experienced – at least 4 years+ in 2nd line IT support/troubleshooting roles.• Experience supporting Windows 10 & Server OS, Servers, VMs/vSphere, Azure, Intune, MDM, Microsoft MFA, MS Office including 365.• Microsoft Autopilot and AOVPN skills desirable.• Software installations and upgrades.• VPN and remote support tools.• Active Directory support and account management.• Supporting iOS & Android devices.• Hardware support for Laptops, Mobiles, etc – expected to perform advanced diagnostics and troubleshooting.• Liaising with third party suppliers.• Previous experience using IT Service Management (ITSM) and Asset Management tools.• Knowledge of best practice – e.g. ITIL.Service Desk Analyst - £200 to £250 – Inside IR 35