Service Desk Analyst
Burford, Ontario, Canada
Full Time
1 week ago
$24,000 - $26,000 GBP
No Sponsorship
Key skills
Active Directory
About this role
Role Overview
- Provide responsive and effective first and second-line IT support both remotely and face to face, supporting over 1000 users across multiple locations.
- Involved in installing and maintaining IT equipment, supporting system access, and contributing to projects and continuous improvement activity.
- Acting as the first point of contact for IT incidents and service requests.
- Logging, triaging and resolving issues through the service desk system.
- Delivering high first contact resolution whenever possible.
- Escalating issues to the appropriate teams where required.
- Supporting users remotely, desk side and across multiple sites.
- Installing, configuring and maintaining IT equipment and software.
- Maintaining accurate records, procedures and asset information.
- Supporting system access management in line with policies.
- Contributing to service improvements and project deployments.
- Liaising with third-party suppliers and internal teams.
Requirements
- Good level of customer service skills.
- Proven capability in writing clearly, concisely, and professionally for liaising with end-users and compiling technical documentation and instructions.
- Demonstrable experience of 1st and 2nd line IT support.
- Good support knowledge of Windows 10.
- Good support knowledge of Microsoft Office M365.
- Experience of administering Active Directory Users and Computers.
- Experience of IP networking.
- A full driving licence, with the ability to travel to remote sites.
- The ability to demonstrate, understanding and apply our Blue Cross values.
- Knowledge of working with Apple MacBook
- Experience managing Daktela telephone solutions
- ITIL V3 or V4 Foundation Certificate
Benefits
- Full time equivalent of 38 days holiday rising to 43 with service (including Bank Holidays)
- Programmes for physical and mental wellbeing support
- Free access to GP via MetLife
- 24/7 GP services, private prescriptions and more for you and your family
- Health cash plan
- Unlimited access to an employee assistance programme
- Pension scheme with enhanced employer contribution
- Professional fees paid with Continuing Professional Development and personal development support.
- Life assurance
- 20% discount on Pet Plan pet insurance
- Enhanced family friendly policies
- Recognition scheme
- Annual volunteer days
- Charity worker discounts across a variety of retailers