IT Service Desk Analyst

SDL Solutions Limited is seeking an IT Service Desk Analyst based across 4 offices.

You will act as the first point of contact for 280 users, based across 4 offices, to report IT related issues and faults to. The primary objective of the role is to provide first time resolution with good customer service. This will be achieved by troubleshooting, diagnosing and resolved problems at the first point of contact and/or escalating the fault to one of their 2nd line specialist teams to investigate and resolve.

You will be responsible for logging tickets in their ITSM platform, problem management and ensuring the assets are all correctly tracked using their asset management process. In addition to this, you will have the opportunity to be involved in delivering key projects to their end users and assisting with the adoption of new technology such as Microsoft 365, including SharePoint, OneDrive and Teams.

Main duties

• Be the first point of contact for users, logging and responding to incidents using our ITSM platform.
• Providing excellent customer service to colleagues and users.
• Respond to incidents ensuring they are resolved in a timely manner to meet defined service level targets.
• Complete relevant and skilled investigations, before escalating to our 2nd line team.
• Maintain a high degree of customer service and adherence to ITIL service management principles, taking ownership of incidents and requests, and being proactive when dealing with customers.
• Take ownership of the Asset Management process for all devices across the firm.
• Create Knowledge Base articles for quick fixes and whenever new solutions are learned from support enquiries.
• Onboarding new starters including conducting inductions and providing them with basic IT training.
• To liaise with 3rd party suppliers and vendors.

You may be required to provide onsite and direct support to users on other sites.

Experience required

• Knowledge of Microsoft client operating systems and applications
• Azure Active Directory administration (Users and Computers)
• Strong hardware diagnostics and fault-finding experience
• Basic Citrix Virtual Desktop administration
• Knowledge of Office 365 including Teams, OneDrive and SharePoint Online
• Basic understanding of LAN and WAN network topologies
• Basic understanding of Microsoft SQL Server

Qualifications/education required

• 3 years experience in a similar role
• GCSE level education
• Full driving license and use of own car with Business Insurance

Desirable

• ITIL qualification
• Experience working in a Professional Services organisation

Buzzword: - IT Support, Helpdesk Support, 1st Line Support, 2nd Line Support, 3rd Line Support, Desktop, Windows Server, Exchange, Active Directory (AD), Virtualisation, VMWare, Hyper-V, Azure, Citrix, SQL, SharePoint, PowerShell, MCSA, MCSE, MCITP, MCDST, MTA, Customer Service

Commutable from: - Welwyn, WGC, Hatfield, St Albans, Watford, Harpenden, Borehamwood, Hitchin, Stevenage, Potters Bar, Letchworth, Baldock, Ware, Hertford, Enfield, Hoddesdon, Broxbourne, Luton, Hemel Hempstead, Bedfordshire, Buckinghamshire

IT Service Desk Analyst St Albans