Equans is looking for a IT Access Management Analyst to join our team based in Quorum Business Park on a permanent basis. This is a full time role working 37.5 hours per week. On offer is a competitive salary and benefits package.
What will you deliver?
* Onboarding of new starters.
* Network account modifications.
* Network shared folder access including permission modifications.
* Timely processing of leavers generated from HR and IT auditing/clean up analysis exercises.
* Creation and modification of Office 365 resources.
* Creation and modification of core business application accounts.
* Creation and modification of Cisco telephony accounts.
* Creation and modifications of core business applications.
* Management of access to the EQUANS Mobile Device Management solution.
* Answer calls and respond to ITSM tickets within agreed KPI targets whilst adhering to quality monitoring guidelines.
* Provision of first line support, including but not limited to triage and appropriate troubleshooting, correct incident categorisation and resolution where possible.
* Retention of end-to-end ownership and working with EQUANS IT resolver groups and third parties where required.
* Utilise diagnostic utilities to aid with troubleshooting to achieve first time resolution.
* Log all customer issues in the ITSM system accurately and in full detail, completing all administration within timescales and to a high level of accuracy.
* Adhere to effective ITSM queue management.
* Keep up to date with all changes in the EQUANS environment to facilitate understanding and diagnosis of user faults / requirements to ensure point of call resolution is achievable.
* Assessing the criticality of each situation by being proactive and asking for detailed information to help assess urgency and impact.
* Escalate to the relevant Team Leader/Senior Analyst for any high priority business-critical issues or complaints.
* Provide support and advice to employees and line managers, explaining IT related policies and procedures in a timely and effective manner.
What can we offer you?
* 24 days annual leave (+ public holidays).
* Free parking.
* Life cover equivalent to 1.5 times annual salary.
* Employee discount shopping schemes on major brands and retailers.
* Cycle to work scheme.2 corporate social responsibility days per year.
* Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalised support programmes.
* Attractive employee referral rewards scheme.
* Access to growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, working parents, YPN (Young persons network) and our disability network.
* 24/7 employee assistance programme and access to mental wellbeing app.
Who are we looking for?
* Qualification in the field of Information Technology and/or equivalent work experience.
* A good technical background with knowledge of common software packages and a broad understanding of IT infrastructures.
* Knowledge of basic computer hardware.
* Experience of desktop operating systems, including Microsoft Windows 10, Microsoft Azure, Office 365 and a broad understanding of IT related permissions.
* Understanding of networking configurations (LAN/WAN).
* Good knowledge of a leading IT service management tool.
* Working knowledge of a range of diagnostic utilities.Knowledge of ITIL processes – particularly incident management, problem management and request fulfilment.
* Strong ability to quickly understand user requirements and issues.
* Exceptional written and oral communication skills.
* Excellent interpersonal skills, with a focus on rapport building, listening and questioning skills.
* Professional telephone manner with ability to remain calm under pressure and be able to express solutions and ideas to colleagues and users at all levels.
* Proven experience in a customer facing role.
* Ability to work well within a team environment.
* A good understanding of IT service desk challenges.
* Proven analytical and problem solving abilities.
Basic DBS check required. Candidates must be able to pass.
Candidates must be eligible to work in the UK.
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