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IT Service Desk Analyst
Cambridgeshire

Brief

My client is a leading MSP who are recruiting for an IT Service Desk Analyst to be based onsite with their client in the Cambridge area.

As an IT Service Desk Analyst you will based on the customer's site five days per week, helping to deliver support services as part of the client's Managed Service agreement.

Providing a point of escalation and contact for IT incidents & Service Requests, logging, maintaining, and taking ownership of customers' cases following defined Service Level Agreements.

Managing events and changes on behalf of customers in line with the MSP processes.

IT Service Desk Analyst Benefits:

• Salary: £25,000 - £30,000 per annum
• 25 day's holiday
• Electric Vehicle salary sacrifice scheme
• Option to buy additional leave
• Additional benefits after passing a probation period (including healthcare and pension contributions)

Some of the main duties of the IT Service Desk Analyst will include:

• Helpdesk Support & Call Management
• Leavers & Starters, including IT Inductions
• Backup Administration
• Laptop & PC Builds
• Desktop & Laptop Support
• Office Applications Support. MS Office & Other Desktop Applications.
• Daily & Weekly Security Checks
• Managing and maintaining IT Asset Registers, including an Annual Asset Audit
• Telephone & Mobile Administration
• All aspects of Print Management and Troubleshooting
• Work with onsite 3rd line team developing and managing all systems.
• Based on customer site five days per week, delivering IT support services
• Excellent technical service skills across; desktop and infrastructure experience
• Commercially aware, sound literacy and numeracy skills
• Aptitude for training colleagues within the team and guiding best practice standards
• Excellent analytical and problem-solving skills
• Ability to work independently, flexibly and with initiative.
• Adhere to ITIL-based processes for the ongoing management of the customer environment
• Take ownership of technical issues and see Incidents through to successful resolution
• Incident, Problem, Request and Event Management using Service Management toolsets, always ensuring your cases contain timely and comprehensive updates.
• Respond to alerts received from the pro-active monitoring toolsets
• Perform vendor and management escalation of customer issues in a timely and appropriate fashion
• Develop excellent working relationships within the MSP, with customers, partners, and suppliers, ensuring that the reputation of the MSP is always upheld.
• Proactive management of customer systems, enabling incident management and system performance to be maintained in accordance with defined SLAs.
• Carry out assignments and additional responsibilities, and other duties required from time to time as requested by your line manager or the board.
• Contribute to and maintain managed service documentation

What experience you need to be the successful IT Service Desk Analyst:

• Office 365
• Microsoft Active Directory
• Microsoft Desktop support Windows 10
• Laptop/Desktop Hardware
• Mobile Devices
• Print Management
• Windows Servers
• Excellent customer service skills
• Highly motivated, flexible, and committed attitude toward service delivery
• Ambitious with drive and energy to en-hance the team and services delivered
• Professional approach and appearance, engaging and polite.

Even better if you have:

• Networking technologies, LAN\WAN
• Backup Exec
• VMware
• SharePoint 2013 Administration
• Microsoft Server 2016 - 2019
• Azure AD
• Mimecast
• MDM/ Intune

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