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Service Desk Analyst

United Kingdom - London
Posted: 14/10/2021

Salary: £0.00 to £250.00 per Day
ID: 23519_BH

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Service Desk Engineer (2nd Line)

London

Up to £250 per day (inside IR35)

Service Desk Engineer required to join a digital security business on a mission to support financial institutions in keeping millions of customers safe online.

You will have proven customer facing support skills and play a key role as part of the IT Team dealing with incident resolution and providing guidance to end users. You will thrive on delivering exceptional customer service and be a true problem solver.

Some of what you will be doing:

  • To provide remote support and troubleshoot technical incidents          
  • Implement ITIL best practice in line with agreed SLAs.
  • Work as part of a team to increase fix rate and decrease the numbers of tickets passed around.
  • Ensure full compliance to all security policies, procedures, controls and agreed SLA’s.
  • Rollout out of hardware & configuring mobile devices.
  • Maintain an accurate and up-to-date knowledge base
  • Perform system administration duties in a Windows Active Directory environment.
  • Perform software installation and support.
  • Perform network troubleshooting to isolate and diagnose common network problems.
  • Process Movers, Leavers and Joiners IT processes including new user orientation.
  • Support remote users

Ideally, your skills and experience will include:

 

  • 2+ years of Service Desk Experience
  • Comfortable in an environment with 500+ users
  • Experienced in an ITIL Environment
  • Good technical support skillset including Active Directory, Windows, Office 365 and Zscaler
  • Basic understanding of networking TCPIP, DNS, DHCP
  • A continuous improvement mindset
  • Excellent communication skills
  • Experience working with Jira would be a bonus

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Service Desk Analyst

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