IT Service Desk Anaylst
5 Days a week office based
25k-27k
Fixed 7am – 3pm shift
Our client is looking for an experienced IT Service Desk Analyst, ideally you’ve worked in a commercial service desk environment for 1-2 years previously, to join an established service desk team. The role requires hands-on IT exposure and strong familiarity with essential IT tools, including Microsoft systems and Active Directory (AD). You’ll be responsible for providing migration support and handling common service requests with efficiency.
Key Responsibilities and skills
-Daily Ticket Management (100-150 per week), including troubleshooting and resolving issues within SLA timeframes.
-User Account Administration: Perform account unlocks, password resets, SAP resets, and other user account management tasks in AD.
-IT Service Desk Operations: Manage a range of IT-related internal service requests.
-Experience with SOC (Security Operations Center)
-Ticket Routing and Escalation: Effectively use multiple methods for ticket routing and escalating issues where needed to meet SLA requirements.
-Support Scope: Provide assistance across multiple systems (such as COC, AX, SA, SS, GAN) and liaise with users on IT matters.
-Active Directory: Proficiency in AD account management (account locks, password resets).
-Microsoft Tools: Strong familiarity with Microsoft Office Suite, Teams, and other collaborative tools.
-IT Service Desk Experience: Prior experience in a fast-paced service desk environment, handling a high ticket volume and achieving quick resolution times.
