Full job description

The IT Service Desk Analyst is responsible for providing second-level technical support to telephone requests and emails from all regional (and global) staff. They ensure that support issues are dealt with promptly and appropriately or escalated to the relevant team members and third parties. The specialist will be an integral part of the team, undertaking projects necessary for the smooth running and progression of IT within the region and business.

Key Responsibilities

• Provide second-level technical support to telephone and email requests from users for all hardware, software, phones, AV equipment, and associated peripherals
• Promptly respond to requests and cases from end users (both local and remote) by troubleshooting and/or researching and providing the appropriate resolution
• Develop and document internal IT processes and procedures
• Log support calls and document their outcome to facilitate the resolution of common queries
• Redirect or escalate support requests as appropriate to team members and third parties
• Proactively provide information to users on the progress of outstanding support calls
• Deploy laptops/mobile devices and associated peripherals, including new installations and the redeployment of existing equipment
• Install and configure operating systems and software to agreed standards
• Provide training and answer questions to end users for adopting new technology/IT practices. Work closely with other IT staff members globally to acquire additional technical and non-technical knowledge
• Assist in the compilation of the support team’s technical documentation, guidelines, and procedures, and ensure they are disseminated to users
• Provide a professional, courteous, and rapid response to individual users at all times
  Effectively communicate and manage key stakeholders to ensure alignment and transparency
• Exemplify integrity and discretion when handling sensitive information or user data

Essential skillsand experience

• Excellent verbal and written communication skills to engage with users and stakeholders effectively
• Proficiency in MS Excel, Word, and Outlook required
• Must be organized and able to work in a fast-paced environment
• Ability to manage multiple tasks and projects simultaneously while maintaining high standards of service delivery
• Microsoft Windows Operating Systems (desktop and server platforms – Windows 11 and Server 2019/2022)
• Networking protocols (TCP/IP), networking infrastructure, DHCP, DNS, switching, and routing.
• Maintenance/monitoring of antivirus solutions and software packages (Intune)
• Azure server infrastructure management
• Office 365 administration and management
• Continuous improvement mindset with a proactive, adaptable, and agile approach to collaboration and problem-solving

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