Service Desk Analyst

Service Desk Analyst

Staffordshire

Brief

Service Desk Analyst needed for a highly reputable Defence and Engineering organisation based in Staffordshire who are looking to employ an experienced and well-rounded Service Desk Analyst that takes pride in their work with previous experience Windows 10 desktop support, Microsoft Office 365 support and knowledge of Service Desk environments.

What the role entails:

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

• Responding to user communications, requests, and problems
• Co-ordinate with teams within IT to ensure that service outages are correctly communicated to the business or affected users
• Resourcing of staff to provide cover to the service desk according to agreed core business hours
• Break/Fix resolution
• Processing and delivering routine service/change requests
• O365 Service Health Dashboard monitoring, Password, and user management administration
• Service level performance reporting
• Administration of the Joiners, Movers and Leavers process (Access Management)
• Escalation of issues to internal teams and managed service providers where applicable, maintaining the ownership of all incidents till the point of resolution
• Implementation and management of user governance procedures, and liaison with other departments where necessary, e.g., HR for joiners/mover/leaver procedures
• Develop and maintain knowledge and skills and keep up to date with new processes, procedures, and developments

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

• Windows 10 desktop support
• Microsoft Office 365 support
• General desktop support (PC Hardware, PC build, printers, etc.)
• Use and knowledge of Service Desk environments
• Reliable and trustworthy
• Presentable, professional appearance
• Patient, diligent and diplomatic
• Pro-active, resourceful, and able to use initiative

This really is a fantastic opportunity for a Service Desk Analyst to progress their career. If you are interested, please apply as soon as possible as this position will be filled quickly so don't miss out!

Please note that eligibility for UK security clearance up to SC level is required for the Service Desk Analyst

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
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