Excellent opportunity for a Service Desk Analyst to join a leading IT and Communications service provider in the South West.
Job Title: Service Desk Analyst
Job Type: Permanent; Full Time
Salary: £25,000 - £30,000
Location: Exeter
About the Service Desk Analyst role
Join a constantly growing team in a company that has clients across the UK and beyond with a penchant for progression. You will be working with clients on a daily basis, supporting their continued success via our ticketing platform and remote support software as well as regular visits to client premises. You will have a logical approach and attention to detail, be confident, highly organised, flexible, reliable and able to manage tasks and prioritise within tight deadlines.
Key responsibilities of the Service Desk Analyst
* Provide first line technical support to our customers via our ticketing platform, email, phone and remote support tools
* Diagnose and resolve common desktop, laptop, printer and basic networking issues
* Set up and configure new user accounts, devices and applications
* Assist with routine maintenance tasks, patching and monitoring
* Escalate more complex issues to senior engineers where appropriate
* Support small project tasks under the guidance of more senior team members
* Accurately document work, updates and solutions in our service desk system
Requirements of the Service Desk Analyst
* Motivated team player with high standards of customer service
* Excellent analytical and problem-solving skills, with a strong attention to detail even when working under pressure.
* Methodical and able to approach complex problems logically
* Excellent written and verbal communication skills at all levels, both technical and non-technical audiences, including 3rd party vendor communications as part of a larger project team
* Aptitude for continuous learning and development, including self-directed study when appropriate
* You must be enthusiastic, inquisitive, presentable, confident & articulate with an excellent telephone manner
* Your own car and a clean driving licence would be advantageous (costs will be reimbursed)
* Degree-level or higher qualification in BSc Cyber Security, BSc Computer Science, BSc Software Engineering, BSc Mathematics, MSc Cyber Security is desirable
* Any relevant industry certifications
Must be able to demonstrate some of the following
* Knowledge of Microsoft operating systems ideally up to Windows Server 2025 and certainly Windows 11, including Active Directory and DNS
* Understanding of network topologies including wired / wireless, switching, security and VLANs.
* Implementation of networking upgrades desirable
* Experience of basic security hardening and penetration testing would be advantageous
* Experience of conducting audits e.g. asset management, cyber security etc.
* Experience with PowerShell for administration and automation
* Experience of supporting organisations to achieve Cyber Essentials / CE+ a distinct advantage
* Office 365 Administration. Office 365 migration experience desirable
* Azure Administration and migration experience
* Experience of server and workstation hardware builds, fault diagnosis and problem resolution
* Experience of a wide range of Endpoint Security solutions and managed mail security, including centralised management and monitoring
* Familiarity with patch management, configuration management and MDM solutions desirable
* Experience of the managed deployment of client applications and application migration
* Experience with SQL Server and SQL database administration and upgrades would be advantageous
* Familiarity with supporting all common end user software including Microsoft Office
* Experience of technical writing, documenting solutions or writing / designing training materials
* Experience with other scripting and programming languages e.g. Python, Go, Swift etc.
Benefits of the Service Desk Analyst
* Paid holidays + Bank Holidays
* Opportunities to progress
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