IT Service Desk Analyst

To be responsible for providing first line IT support to business users in the day-to-day use of their IT equipment and business applications.

• First line IT technical support for all users
• Manage and monitor Service Desk tickets
• Desktop 1st line support - troubleshooting and resolving application, desktop, server, and telephony issues
• Cloud infrastructure 1st line support - troubleshooting cloud-based infrastructure issues
• Responding to messages and calls within the required SLA
• To prepare and allocate computer equipment (workstations and peripherals) as required for employees within the business
• To maintain the security of the company’s network
• Maintain network and workstation hardware and software
• Monitor network to ensure network availability to all system users and perform necessary maintenance to support network availability
• Monitor and support the phone system (hosted in Azure cloud with web-based clients)

• Experience of working in an IT Service/Helpdesk or 1st line support function
• Able to troubleshoot and support windows based environments
• Excellent customer service skills
• Good verbal and written communication skills
• Basic understanding of computer networks
• Understanding of cloud-based windows infrastructure, including MS 365
• Problem solving capability
• Effectively able to plan, organise and prioritise

People who work with Charis have the opportunity to excel, innovate, learn and grow and we offer an excellent range of benefits that contributes to employee satisfaction and organisational success.