EU IT Service Desk - 1st Line

Position: EU IT Service Desk Analyst ( 1st Line Support )

Location: Buckingham

Salary: 25k - 28k

Benefits: Competitive salary, Contributory pension scheme, Private healthcare, Life assurance, School fee discount, Professional development, 25 days holiday

To be part of a team of Service Desk Analysts working closely with the European IT Service Desk Manager in delivering quality 1st line IT services and associated support to our businesses across Europe and the US. Responsible for the delivery of 1st line IT Support to all European and US businesses (primarily colleagues and school staff, students and parents) using the Group ITSM tool and following IT policies, processes, procedures and standards as deployed, aligned within the ITIL framework. Support of end user devices (Desktops, laptops and tablets) including management of hardware and software to ensure they are deployed, controlled and maintained effectively.

Key Responsibilities

Accurate registration, prioritisation and classification, of all requests in the IT Service Management system, from multiple channels.

Identify, triage, and resolve / escalate all IT support requests that come through the Service Desk, with efficient resolution of 1st line IT work within agreed SLAs utilising the ITSM tool.

Carry out initial diagnosis of incidents to ensure that they can be progressed quickly and accurately.

Ensure all incidents and service requests are responded to and managed within SLA timescales.

Provide remote technical diagnosis and fault resolution.

Ensure Service Desk communications and notifications for service outages are sent to IT users, liaising with suppliers and colleagues in the IT department as appropriate.

Remotely install and configure approved computer hardware and licenced software, following agreed policies and procedures.

Manage the creation, editing and termination, of staff and student user accounts following agreed policies and procedures.

Instruct IT users on equipment operation, care and maintenance.

Ensure end user guides and support process documentation is accurate, kept up to date, and readily available to all colleagues.

Technical Skills

Good working knowledge of user account management and administration (AD, Azure, O365)

• Basic/Good understanding of IT Infrastructure & Applications Support
• Microsoft
• Communication
• Listening and organising
• Problem identification and resolution
• Time management

INDIT

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