Service Desk Analyst - 1st/2nd Line Support - ITIL - Windows 11 - SCCM - Qualys - Intune - Power Apps
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)
* Microsoft Power Apps
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
Desirable Skills
* Experience supporting end users across a variety of locations
* Experience of working in a Financial Services environment
* SCCM OS and application packaging and deployment
* Group Policy creation and maintenance
* Remote access administration and support; Palo Alto Global Protect
* Vulnerability Management using Qualys
* Experience in creating Microsoft Power Apps/Productivity tools
* ITIL 4 Foundation certification
* Service Desk Analyst certification through SDI or equivalent through another institute