Service Desk Analyst - 1St​/2Nd Line Support - ITIL - Windows 11 - SCCM - Qualys - Intune -Power Apps

Overview

To provide 1st line support for all Incidents and Service Requests as well as some 2nd and 3rd line support to specific services. This is a hybrid role that requires support to be provided face to face onsite as well as remotely via MS Teams & Telephone.

will go into more detail on a call

• Supporting IT Services (Incident Management/Request Fulfilment)
• Change Management/Problem Management/Project Management
• Customer Care/Collaboration/Communication
• Knowledge Management/Asset Management/Reporting & Regulatory
• Vulnerability Management (Client Estate)
• Microsoft Power Apps

• 5+ years' experience in Service Desk support preferably in a busy environment undertaking a technical customer facing role
• Working knowledge and understanding of ITIL framework and the ability to demonstrate this in a practical way
• Strong experience of Microsoft Windows 11 support and installation
• Strong Microsoft Office and Office 365 skills
• Client patching and collection management using SCCM.
• Active Directory and other account administration experience
• Excellent customer service skills, the ability to build strong relationships across the broader IT teams and business
• Experience working to Service Level Agreement targets
• Demonstrable experience with ITSM systems such as Fresh service, TOPdesk, Service Now or similar

• Experience supporting end users across a variety of locations
• Experience of working in a Financial Services environment
• SCCM OS and application packaging and deployment
• Group Policy creation and maintenance
• Remote access administration and support;
  Palo Alto Global Protect
• Vulnerability Management using Qualys
• Experience in creating Microsoft Power Apps/Productivity tools
• ITIL 4 Foundation certification
• Service Desk Analyst certification through SDI or equivalent through another institute