Description
***URGENT CONTRACT***Active Directory User & Security Group administration
Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 365
Outlook
Service Desk 1st Line Service Desk Analyst
Purpose & Objectives of the Role
The Service Desk Analyst will provide 1st line support to all company employees and act as the central point of contact.
They will handle all IT user service desk requests and incidents. In addition, they will aim to investigate all requests and resolve where possible.
Primary Duties & Responsibilities
Excellent communication skills and telephone manner.
Excellent organisational skills
Previous Helpdesk experience
Active Directory User & Security Group administration
Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 365
Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
Duties to include:
Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
Provide support to customer via telephone, email, Skype and remote control
Receiving, logging, and managing calls via telephone and email
Troubleshoot and attempt to fix all user IT issues
Escalate unresolved calls to 2nd/3rd line or other IT platforms where required
Take ownership of user problems and follow up the status on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Active Directory knowledge - Creating user accounts, reset passwords, create groups etc
Setting up and management of new mailboxes and email distribution groups
General telephony administration, including new user setups
Provide general support for communications hardware (desk phones, mobiles, Wi-Fi)
General hardware support of company devices (Laptops & Surfaces)
Identify areas for improvement with a willingness to drive improvements and change for
users
Any other duties as assigned by the Service Desk Manager
Requirements:
Previous experience of a Helpdesk role
Experience of a Service Desk call logging system
Excellent communication skills and customer service
Knowledge of Active Directory and Microsoft Exchange
Reporting to
Service Desk Manager
Hours
8am-4.30pm (Occasional 8.30-5pm)
Responsibilities
Ensure that where appropriate in the performance of the role, responsibilities and individual objectives, the staff member, always consider the interests of our customers and treats them fairly.
Qualifications/Skills/Experience required:
Minimum of 1 year's commercial experience in an IT support service desk role
Windows Active Directory
Excellent organisational and communication skills
Focused and accurate
Ability to prioritize
Good customer service skills
Preferred:
Educated to A level or Microsoft certified
Finance sector experience
Windows
Exchange
Office 365
Group Policy
Please note, if selected and successful at interview stage you be required to start ASAP.
For more information on this exciting opportunity, please contact Lee Barham on /