service desk analyst Birmingham, England
Job description
Job description
We are currently looking to recruit a new position of IT Service Desk Specialist to work within the existing IT team.
The position will be accountable for ensuring the effective performance of the IT Service desk in accordance with agreed SLAs and will include responsibility for the day-to-day supervision and mentoring of the two IT Support Administrators.
The job holder will need to have sufficient technical knowledge and experience to be able to provide full 2nd line user support across the full range of IT support issues.
Activities will include allocating work and tasks to the Support Administrators, monitoring activity and quality of work and providing coaching and training where needed with a view to both maintaining and enhancing service levels to the business.
The role will look to identify patterns and areas of concern arising from IT tickets and initiate response strategies to address these.
The job holder will work closely with the Head of IT to ensure appropriate prioritisation of work and resources across the IT team and will additionally be expected to work with the IT Operations Support Engineers on projects as required and with the Business Systems team on technical and configuration issues.
The successful candidate will be expected to develop good working relationships across all levels of the firm and with third-party suppliers. A friendly approach and a customer service focus is essential, as is previous experience of providing 1st and 2nd line support and extended trouble shooting, together with previous experience of mentoring, coaching and supervising others.
Additionally, a comprehensive knowledge of the following will be required: –
- PC set up and basic networking, including network configuration of PCs and laptops
- 1st line support experience of MS Office 365, Windows 10, Excel, Word, PowerPoint, Outlook, MS Teams, and common software such as Google Chrome and Adobe Acrobat
- Experience of Office 365/Azure AD administration
- Familiar with software installation & configuration
- Setting up and troubleshooting printers and other peripherals
- Experience of administering IP telephone systems
- Writing both technical and non-technical documentation
- Knowledge of ITIL or similar processes (or ITIL certification)
- Ability to design, write, and help implement IT Support based processes
- Experience of Active Directory user and group administration
- Windows folder/file permissions including NTFS
- Experience of end user training on Windows 10 and Office 365
- Basic knowledge of Outlook mailboxes and configuration
- IT service management software, such as ManageEngine ServiceDesk
- Video conferencing such as Zoom and MS Teams
- Remote access, VPN and two-factor authentication
- Good awareness of IT security issues, antivirus software and best practices
Possession of a full driving licence would be a distinct advantage as would knowledge of the following:-
- CompTIA A+ or equivalent qualification
- Any ITIL qualifications or proof of related study of ITIL
- Knowledge and experience of electronic document management systems, e.g. iManage Worksite
- Knowledge and administration experience of Mimecast email scanning, Barracuda Web filtering, Cisco AnyConnect client
For any further information, or to apply, please contact our HR Department at: [email protected].
Barker Brettell is not a licenced sponsor and we are therefore unable to offer employer sponsorship to any candidates. Proof of right to work in the UK is a requirement for this role.
