Service Desk Analyst

Our client is seeking a Service Desk Analyst to play a crucial role in supporting their business customers as a member of the Service Desk team. Your primary responsibilities will include providing technical support, troubleshooting issues, creating comprehensive documentation, and adhering to established processes to ensure the delivery of high-quality and responsive service to all business customers. Collaboration with team members to handle escalations and facilitate knowledge transfer will also be essential in this role.

This will include all of the usual Windows Support both on premise and in the Cloud (Azure) but also lots of bespoke sysem including customised D365 Business Central. Training will be provided on these systems and any gaps in your experience. This is a very busy environment supporting 4 businesses across the Group

Key Responsibilities:

• Provide Technical Support: Respond to and resolve technical support requests from business customers, ensuring a high level of customer satisfaction.
• Troubleshoot Issues: Diagnose and troubleshoot hardware, software, and network issues efficiently, utilising various tools and techniques.
• Create and Maintain Documentation: Develop comprehensive and accessible technical documentation, ensuring it is kept up to date and useful for team members and users.
• Adhere to Processes: Follow established service desk processes and procedures to ensure consistent and high-quality service delivery.
• Collaborate with Team Members: Work closely with team members to handle escalations, share knowledge, and facilitate problem resolution.
• Prioritise and Manage Support Tickets: Effectively prioritise and manage multiple support tickets in a high-pressure environment, ensuring timely resolution.
• Utilise IT Service Management Tools: Use IT service management tools (e.g. Freshservice) to track and manage support requests and maintain accurate records.
• Verify Issue Resolution: Ensure that technical issues are fully resolved and communicate resolution details to the customer.

Some of the systems you may be expected to use, administer and help maintain on a daily basis include:

• Windows 11 / 10 - Essential
• Active Directory / Microsoft Entra - Essential
• Microsoft Office 365 - Essential
• Microsoft Azure - Highly Desirable
• Microsoft Intune - Highly Desirable
• Microsoft SharePoint - Nice to Have
• Microsoft Teams - Expected
• Business Central / Dynamics 365 - Nice to Have
• Freshservice ITSM - Bonus

You may also, on occasion, work with other members of the Service Desk team to troubleshoot and help resolve issues with:

• Windows Server 2019
• SuSE Linux
• RedHat Enterprise Linux
• Crowdstrike Falcon
• Arctic Wolf
• Proofpoint Email Security

Key Core Competencies and Skills Required:

• Wide knowledge of Windows 10/11 operating systems
• Excellent communication and customer service skills, both written and verbal
• Ability to collaborate and work well with others
• Ability to take ownership of work and see it through to completion, both alone and with a team - great attitude and aptitude to investigate what the issue/ticket is.
• Strong writing abilities for preparing readable, efficient and actionable technical and non-technical documentation
• Attention to detail
• Understanding of ITIL principles
• Ability to remain calm and organised during major incidents, periods of high workload and urgent work
• Empathy of the needs of others, understanding that everyone has different abilities; finding a way to work in a friendly and helpful manner to accommodate said needs

This is a well-established profitable business that supports and trains its staff. The service desk is a very busy environment and new applications will need to be supported as they begin their digital transformation programme. 2-3 days per week required in Peterborough.