Service Desk -1st/2nd line

We are currently recruiting for a Service Desk Analyst to join our client

The successful candidate will act as the first point of contact for all ICT enquiries, providing high-quality, customer-focused on mainly 1st and some 2nd line technical support across a range of technologies.

You will support users via the Service Desk, telephone, email, Instant Messenger and face-to-face, with a focus on resolving incidents at first point of contact wherever possible and escalating more complex issues to 3rd Line Support when required., * Provide 1st and 2nd line technical support to users across the organisation.

• Act as the first point of contact for ICT incidents, requests and enquiries.
• Diagnose and resolve hardware, software and connectivity issues.
• Provide support across Windows, macOS and Microsoft 365 environments.
• Manage and resolve incidents through the Service Desk system.
• Escalate complex technical issues to 3rd Line Support where appropriate.
• Provide clear and professional communication to technical and non-technical users.
• Maintain a high standard of customer service throughout the support process.
• Assist with endpoint, security and device management.
• Support Microsoft cloud and networking technologies.

This is an excellent opportunity for an experienced IT Support professional with strong technical troubleshooting skills and a customer-focused approach., The successful candidate must have experience in the following areas:

• PC and laptop troubleshooting.
• Windows 11 and Microsoft Office 365.
• macOS support.
• Microsoft Intune MDM.
• Microsoft Azure Virtual Desktop.
• Exchange Online.
• Microsoft Entra ID/Azure AD administration.
• Microsoft 365 applications, including Teams and OneDrive.
• Endpoint management and security.
• Email security/TTP.
• TCP/IP, VLAN, VPN and routing.
• DHCP and DNS.
• Active Directory configuration and design.
• Networking and VoIP technologies.

Candidate Profile

The ideal candidate will have at least 12 months commercial experiences in Service Desk, Helpdesk or 1st/2nd Line IT Support and be comfortable working across a varied technical environment.

You should be confident troubleshooting Microsoft technologies, endpoint devices, networking and user issues, while maintaining a professional and customer-focused approach.

Excellent communication skills are essential, as you will be required to communicate effectively with users of varying levels of technical ability., If you are an experienced Service Desk Analyst/IT Support professional with the required technical skills and are interested in this opportunity, please apply with your latest CV.