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Service Desk Analyst - Shared Services

Methods
London, GBR
Full-time
Mid
Onsite
Discovered 1 weeks ago
azurelinuxsharepointsqlvmware

Full Job Posting

Responsibilities:

  • · Provide consistent high-quality support to internal and external customers, taking ownership of user problems and proactively dealing with any issues preventing resolution.
  • · Maintain awareness of all relevant Service Level Agreements
  • · Deliver a high standard of customer service for all support queries
  • · Maintain accurate records of customer interactions, capturing sufficiently detailed information from customers.
  • · Undertake server patching in line with agreed processes.
  • · Update records of customer environments to reflect actions taken
  • · Respond in a timely manner to proactive monitoring alerts to meet contractual Service Level Agreements.
  • · Carry out daily checks on customer environments, where required.
  • · Contribute to knowledge bases, writing/reviewing technical knowledge articles, where relevant
  • · Attend weekly meetings with customer technical staff, where required.
  • · Visit customer sites when required.
  • · Any other duties as and when required commensurate with organisational position

Requirements

  • Essential Requirements
  • · Strong analytical and problem-solving skills, with the ability to identify root causes in complex scenarios.
  • · Excellent communication skills via various channels.
  • · Ability to clearly communicate technical information to a non-technical audience.
  • · Learn quickly and keep up to date with the latest technology advancements.
  • · Work under own initiative, while demonstrating effective teamwork.
  • · Demonstrate flexibility and adaptability to meet the needs of demanding workloads.
  • · Deliver high quality work within the expected timescale to meet customer service level expectations.
  • · Have a broad knowledge of server and desktop operating systems, networks and office systems, plus Microsoft cloud offerings.
  • · Embrace a passion for IT and technology.
  • · A proven focus and ability to deliver effective customer service, achieving high levels of customer satisfaction through professional attitudes and consideration towards the customer’s own knowledge.
  • · Willingness and ability to work during weekends and out‐of‐hours when necessary (additional compensation for these hours of working will apply in line with T&Cs).
  • Desirable Requirements
  • · Previous helpdesk experience
  • · ITILv4
  • · Microsoft Certifications
  • · Any SQL/Linux knowledge
  • · Any Office 365, SharePoint, Azure experience
  • · Any programming/scripting experience
  • · Any experience of virtualisation i.e. VMWare, Hyper-V

Benefits

  • By joining us you can expect:
  • Autonomy to develop and grow your skills and experience
  • Be part of exciting project work that is making a difference in society
  • Strong, inspiring and thought-provoking leadership
  • A supportive and collaborative environment.
  • As well as this, we offer:
  • Development access to LinkedIn Learning, a management development programme and training
  • Wellness 24/7 Confidential employee assistance programme
  • Social – Breakfast Tuesdays, Thirsty Thursdays and Pizza on the last Thursday of each month as well as commitment to charitable causes
  • Time off 25 days a year
  • Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution
  • Life Assurance of 4 times base salary
  • Private Medical Insurance which is non-contributory (spouse and dependants included)
  • Worldwide Travel Insurance which is non-contributory (spouse and dependants included)

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