IT Service Analyst

Our leading client have an exciting opportunity for an IT support engineer to provide 1st/2nd line phone support and hardware support for a busy service centre.

Key responsibilities include:

• Working to meet IT Service Desk Service Level Agreements and individual KPI's
• Handling Incidents and Service Requests raised to the IT Service Desk via telephone, email and Self-Service
• Recording accurate, detailed information and tracking incidents from creation until completion in our Service Management Tool, ensuring resolution in a timely manner and to a high standard to minimise disruption to the business
• Troubleshooting Hardware and software problems, both on site and remotely for colleagues Support Offices
• Handling a wide array of Service Requests, ranging from password resets to software installs * Where a solution cannot be provided in a timely manner, escalating appropriately to the relevant support teams, both internally and with external 3rd Parties

Experience of the following systems/technologies:

• Supporting Microsoft Windows 10/11 in an enterprise environment
• Administrating Microsoft Active Directory
• Administrating Intune endpoint management
• Administrating Microsoft Exchange
• Supporting Microsoft 365 Applications
• Supporting remote connectivity/VPN
• Supporting LAN/WAN technologies