Responding to client’s technical issues via phone and email, triaging reported problems, resolving them, escalating them where necessary to more senior colleagues.
Logging calls using service desk tools ITIL processes, working within these frameworks to deliver customer services levels >90% managing incidents to achieve where possible first call resolution and other company KPI’s.
Maintaining good customer relations, including visiting sites within the greater London area.
Managing user accounts within Office365 and allocating licenses.
Managing Active Directory and Azure services including the creation of user accounts and amending permissions where needed.
Using remote tools such as MDM, Remote control & Chat to resolve user requests.
Deploying PC’s through Windows Autopilot and Intune.
Setting up and configuring Windows based PCs and laptops.

🌴 Generous Time Off: Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.📚 Continuous Learning: Participate in regular lunch and learn sessions with both internal and external speakers.🌟 Personal Development: Take advantage of 5 paid days annually to pursue new skills or knowledge.🤝 Volunteer Opportunities: Contribute to your community with 2 paid volunteer days each year.🎉 Team Spirit: Join a friendly team and engage in various social events organised throughout the year.

Service Desk Analyst – Professional Services

Key skills