Job Title: I.T. Helpdesk Analyst
Overview:
This is a technical role within the Enterprise Services team reporting to the I.T. Service Desk Team Lead. You will work with our existing Service Desk function providing support on our IT Infrastructure to our internal users. You will be working alongside various partners to ensure core I.T. services are working according to SLA.
Experience:
3rd level IT qualification.
2 years’ experience in a similar role.
Good knowledge of MS Windows 11 – installation, configuration, and troubleshooting.
Experience supporting standard office applications (including Microsoft suite).
Microsoft Azure/Identity and M365 administration.
Familiarity with Microsoft Server and Active Directory (end user/group management).
Knowledge of file sharing (server or One Drive) and printing over network.
Understanding of Networking concepts – WAN, LAN, TCP/IP, DHCP, DNS.
Use of Microsoft Intune/Autopilot desirable.
Basic experience with PC hardware (replacing hard drives, memory upgrades).
Role Responsibilities:
Provide dedicated telephone, email, and desk-side support to all our users.
Troubleshoot hardware, software, telephony, and network issues as they arise.
Record, prioritise, assign, and manage all service requests and incidents according to SLA’s.
Liaise with Level 2 support, 3rd party support partners, and other business units to facilitate resolution as soon as possible.
Review daily health check and security reports, identify any problems and troubleshooting issues with partners.
Maintain up-to-date documentation on all services.
Regular participation in internal department meetings.
Competencies:
Strong interpersonal skills with the ability to support and communicate with users at all levels.
Self-starter who uses own initiative, and able to work effectively as a member of a team.
Good written communication and verbal skills.
Sound troubleshooting and analytical skills.