Service Desk Analyst - 1st/2nd Line Support - ITIL - Windows 11 - SCCM - Qualys - Intune
Hybrid working - 3x per week in Ashtead, Surrey
Permanent Position
No Sponsorship available
Overview
To provide 1st line support for all Incidents and Service Requests as well as some 2nd and 3rd line support to specific services. This is a hybrid role that requires support to be provided face to face onsite as well as remotely via MS Teams & Telephone.
Key Responsibilities (will go into more detail on a call):
* Supporting IT Services (Incident Management/Request Fulfilment)
* Change Management/Problem Management/Project Management
* Customer Care/Collaboration/Communication
* Knowledge Management/Asset Management/Reporting & Regulatory
* Vulnerability Management (Client Estate)
Essential Skills
* 5+ years' experience in Service Desk support preferably in a busy environment undertaking a technical customer facing role
* Working knowledge and understanding of ITIL framework and the ability to demonstrate this in a practical way
* Strong experience of Microsoft Windows 11 support and installation
* Strong Microsoft Office and Office 365 skills
* Client patching and collection management using SCCM.
* Active Directory and other account administration experience
* Excellent customer service skills, the ability to build strong relationships across the broader IT teams and business
* Experience working to Service Level Agreement targets
* Demonstrable experience with ITSM systems such as Freshservice, TOPdesk, ServiceNow or similar