Company

In Technology GroupSee more

addressAddressBirmingham, West Midlands
type Form of workPermanent
salary Salary£30,000 - £33,000/annum Excellent benefits
CategoryCustomer Service

Job description

Role: Service Desk Analyst
Location: South Birmingham
Salary: £33,00

Join our dynamic Service/Helpdesk team and play a pivotal role in delivering outstanding customer service. As a Service Desk Analyst/Engineer, you'll serve as the primary point of contact for employees, customers, and partners, addressing a diverse range of technical issues from individual user concerns to widespread system outages.

Your responsibilities will include:

  • Providing 1st Line Support by promptly logging incidents into the Service Desk system.
  • Managing 2nd Line Support tickets, leveraging your expertise to resolve issues escalated from the front-line support team.
  • Ensuring smooth escalation processes, maintaining top-notch feedback and service quality.
  • Collaborating closely with 1st Line Analysts, Service Desk Team Leader, and Development team to uphold service excellence.
  • Deploying and maintaining software and hardware, including patches and hotfixes.
  • Troubleshooting and managing MFD printers/scanners.
  • Updating documentation areas such as Asset Register and Wiki knowledge base.
  • Managing active directory/exchange user accounts and file security permissions.
  • Assisting with backup management and data retrieval, both onsite and in the cloud.
  • Overseeing phone and networking systems.
  • Providing administrative support for back office and bespoke systems.
  • Maintaining a high standard of customer service and adherence to Service Level Agreements.
  • Contributing to occasional implementation projects for new software and hardware technologies.
  • Offering out-of-hours cover and performing remote maintenance on a rotational basis.
  • As an Intermediate level Service Desk Analyst/Engineer, you'll be based in our Birmingham office and report to the Service Desk Team Leader. While there's no direct line management responsibility, you'll regularly collaborate with Technical Solutions Managers, Developers, Data Managers, and Infrastructure teams.

To excel in this role, you should possess:

  • Strong familiarity with ITIL practices and Service Level Agreements.
  • Proficiency in IT Service Management and front-line technical IT support.
  • Expertise in prioritizing and managing daily workload autonomously.
  • Competence with Windows environments, Microsoft Office suites, and Active Directory administration.
  • Knowledge of TCP/IP Networking, DHCP, DNS, VPNs, and firewalls.
  • Experience with VMware virtualization and Microsoft Azure cloud infrastructure.
  • Familiarity with HP MSA SAN, server, and networking hardware.
  • Ability to create and maintain technical documentation.
  • Proficiency in setting up and supporting mobile devices and managing printers/scanners.
  • Desirable skills include understanding of Supply Chain & Freight, willingness to learn, and familiarity with MS SQL, PowerShell, and relevant applications.
  • Candidates with A-Level qualifications or higher in Computer Science, Information Technology, or related fields, along with relevant certifications like ITIL Foundation or MCSA, are preferred. However, we value experience equally alongside qualifications.

To thrive in this role, you should have a proactive attitude, excellent communication skills, attention to detail, and a collaborative spirit. If you're eager to learn, adaptable, and passionate about delivering top-notch IT support, we'd love to hear from you.

Please apply with an up-to-date CV to be considered.

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.

Refer code: 3379900. In Technology Group - The previous day - 2024-05-23 16:15

In Technology Group

Birmingham, West Midlands
Jobs feed

Head of Science

Teacheractive

Newcastle, Down

£50,000 - £60,000/annum

Head of Data Science

Rebel Recruitment Limited

Sheffield, South Yorkshire

£75,000 - £80,000/annum

Mechanical And Electrical Manager

Sphere Solutions

Birmingham, West Midlands

£65,000 - £75,000/annum plus full benefits package

Science Teacher

Teaching Personnel

Reading, Berkshire

£150 - £210/day

Head Of Social Science

Aspire People

Ilford, Greater London

£42,654 - £51,179/annum Pension Scheme

Head of Law and Social Science

Study Group

Headingley, West Yorkshire

£42,330/annum

Data Scientist

Investigo

Leicestershire, England

£45,000 - £50,000/annum

Teacher of Science

Vision For Education - Hull

Kingston upon Hull, East Riding of Yorkshire

£30,000 - £41,333/annum pro rata

Head of Science

Academics Ltd

Westminster, Greater London

£58,569 - £71,659/annum

Head of R&D (Physical Sciences)

Cast Uk Limited

Skelmersdale, Lancashire

£60,000 - £80,000/annum Excellent Benefits, Flexible Working

Share jobs with friends

Related jobs

It Service Desk Analyst

IT Service Desk Technical Support Analyst

University Of Birmingham - It Services

5

Birmingham, West Midlands

3 weeks ago - seen

IT Service Desk Analyst

Tarmac Trading Limited

£23,694 to £30,029 per year

Solihull, West Midlands

a month ago - seen

IT Service Desk Analyst

Jumar Solutions

£200/day

Birmingham, West Midlands

a month ago - seen

Tier 1 - IT Service Desk Analyst

Poundland

Competitive salary

West Midlands, England

2 months ago - seen

IT Service Desk Analyst

West Brom

£24,500 a year

West Bromwich, West Midlands

3 months ago - seen

Senior Service Desk Engineer / IT Technical Support Helpdesk Analyst Team Lead

Awd Online

£36,000 per annum, pro-rata

West Midlands, England

3 months ago - seen

Service Desk Analyst

Applause It

Birmingham, West Midlands

3 months ago - seen

IT Service Desk Analyst - GBP 30000

In Technology Group Limited

West Midlands, England

4 months ago - seen

IT Service Desk Analyst

Hays Specialist Recruitment Limited

£26,500 per annum

West Midlands, England

5 months ago - seen