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We have an exciting opportunity for a 1st Line IT Support Analyst to join our IT team. This is a key role and is responsible for providing excellent customer service in the form of 1st Line IT support for our employees, including the installation/configuration, and maintenance of Business IT Systems (hardware and software) and related infrastructure, logging and managing all incidents, service and access requests.
The key accountabilities of the role include:
* Record, prioritise, assign, and manage all requests and incidents made via KAD IT Service Desk, Emails, MS Teams chats, calls, Walk-ins and stakeholder meetings Monitor the IT Service Management system for new incidents/requests and promptly respond Manage customer expectations and maintain effective communication throughout the ticket lifecycle Escalate to other team members, IT management, and 3rd party suppliers where appropriate
* Create, Amend & Delete Email & Network Login Accounts
* Create & Administer All File System Access, Ensuring compliance with the KAD Approval Process
* Provide Support for mobile devices such as smart Phones, tablets and ensure proper configuration is applied
* Maintain Asset management systems for Hardware & Software
* Maintain Licence Compliance
* Ensure IT services are available, secure, and reliable.
* Provide support for Installing new / rebuilding existing laptops/desktops/iPads and mobile phones, and configuring hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.
* Take ownership of tickets and provide timely updates in the IT service desk system.
* Continuously learn and stay updated with emerging technologies and best practices in the industry
* Maintain confidentiality and data security when handling sensitive information
* Adhere to established IT policies and procedures. This includes developing new documents or procedures if they do not currently exist, to ensure efficient and consistent handling of these tasks.
* Site visits to other Keolis offices as and when required.
Person Profile
* Provide excellent customer service by demonstrating a polite, calm, and helpful manner
* Offer a workaround if an immediate solution is not possible
* Be a team player
* Share resolutions to the rest of the team and add to the knowledge base
* Identify root causes of incidents and suggest a resolution
* Identify improvements that enhance the efficiency of the department
* Achieve 100% customer satisfaction from surveys sent out from Zendesk
* Have great problem-solving skills, work ethic and willingness to learn
Experience/Skills required
* Experience in providing customer support in both in-person and remote work environments
* Excellent communication and interpersonal skills, both written and verbal
* Experience working on an IT Service Desk, preferably with Zendesk
* Minimum of 2 years working in a 1st line support role of an IT service desk
* Good understanding of IT operating systems, including Windows 7,10 and 11 Proficiency in Microsoft Office products, particularly O365
* Strong understanding of Microsoft Active Directory and Microsoft Exchange
* Familiarity with mobile phone technologies (Android and Apple) and Mobile Device Management solutions.
* Experience with remote support software (TeamViewer preferred)
* Experience in device deployment technologies and tools
* Basic understanding of networking and wifi setup and diagnosis
* A degree in a relevant discipline or industry qualifications would also be extremely beneficial.
* Microsoft MCP certification
* ITIL foundation
As part of the Transport for London family, we offer our staff a range of competitive benefits including:
* Free travel for you and a nominated partner/family member, living at the same address, across the TfL network
* A 75% discount on National Rail Season Ticket and interest-free loan
KeolisAmey Docklands recognises and actively promotes the benefits of a diverse workforce and is committed to treating all employees with dignity and respect regardless of race, gender, disability, age, sexual orientation, religion or belief. We therefore welcome applications from all sections of the community.
Closing Date: 25th April 2025
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Transportation/Trucking/Railroad
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