Service Desk Analyst - 1st/2nd Line Support - ITIL - Windows 11 - SCCM - Qualys - Intune -Power Apps
Service Desk Analyst - 1st/2nd Line Support - ITIL - Windows 11 - SCCM - Qualys - Intune - Power Apps
Overview
To provide 1st line support for all Incidents and Service Requests as well as some 2nd and 3rd line support to specific services. This is a hybrid role that requires support to be provided face to face onsite as well as remotely via MS Teams & Telephone.
Key Responsibilities (will go into more detail on a call):
- Supporting IT Services (Incident Management/Request Fulfilment)
- Change Management/Problem Management/Project Management
- Customer Care/Collaboration/Communication
- Knowledge Management/Asset Management/Reporting & Regulatory
- Vulnerability Management (Client Estate)
- Microsoft Power Apps
Essential Skills
- 5+ years' experience in Service Desk support preferably in a busy environment undertaking a technical customer facing role
- Working knowledge and understanding of ITIL framework and the ability to demonstrate this in a practical way
- Strong experience of Microsoft Windows 11 support and installation
- Strong Microsoft Office and Office 365 skills
- Client patching and collection management using SCCM.
- Active Directory and other account administration experience
- Excellent customer service skills, the ability to build strong relationships across the broader IT teams and business
- Experience working to Service Level Agreement targets
- Demonstrable experience with ITSM systems such as Freshservice, TOPdesk, ServiceNow or similar
Desirable Skills
- Experience supporting end users across a variety of locations
- Experience of working in a Financial Services environment
- SCCM OS and application packaging and deployment
- Group Policy creation and maintenance
- Remote access administration and support; Palo Alto Global Protect
- Vulnerability Management using Qualys
- Experience in creating Microsoft Power Apps/Productivity tools
- ITIL 4 Foundation certification
- Service Desk Analyst certification through SDI or equivalent through another institute