Service Desk Analyst

Service Desk Analyst

Service Desk Analyst required, by a trusted London based provider of ICT support and Infrastructure Services to educational organisations. As the Service Desk Analyst, you will be proficient in responding to queries, running diagnostic programs, isolating problems and determining and implementing solutions quickly and efficiently, while maintaining a high level of customer service at all times. You will be confident building key relationships with internal technical colleagues at client sites and third parties, exceeding the expectations of internal and external customers through the quality of customer service, meeting their needs and demonstrating the added value of the service

The successful Service Desk Analyst will preferably hold a qualification in MCSA or MCITP, have experience of working on an IT service Desk or help desk, and ideally come from the Educational ICT sector. It will be an added bonus if you already have enhanced DBS certificates.

Your role as Service Desk Analyst will include;

• Delivering remote support to customers from start to finish.
• Manage items raised by the IT monitoring system
• Use a tracking solution for all incoming incidents, manage ticket tracking, routing and email notifications
• Provide 2nd level support, manage problem resolution and escalation procedures
• Configure, troubleshoot and maintain a variety of Windows Server OS: 2003 through 2012 R2 essential
• Set up and troubleshooting all aspects of Active Directory and its associated services (Group Policy, DNS, DFS, DHCP) across different infrastructures
• Adhering to Service Level Agreements (SLAs)
• Providing an Intuitive User Experience

The required experience of the Service Desk Analyst is:

• Strong knowledge of Windows OS, 7, 8 and 10
• Good understanding of the virtualization concepts with knowledge of VMware and Hyper-V
• Good understanding of the networking stack,TCP/IP and subnetting
• Comfortable with a range of backup products, including VM-level solutions; BackupExec, Veeam, AppAssure
• Knowledge of deployment solutions such as WDS essential. Experience with MDT and/or SCCM high
• Understanding of managed wireless solutions (Ruckus advantageous), including 802.1X security and guest/BYOD networks
• Knowledge of mobile devices (iOS, Android) and their integration with Windows networks
• Experience with Web filtering products - LGFL, Smoothwall, Sonicwall, Websense all beneficial
• Experience with Sophos Enterprise Console and other managed antivirus systems

This is a great opportunity for a Service Desk Analyst to join a business who has a clear mission to be the best in their field, and are experiencing a rapid growth spurt. Apply now or get in touch right away to register your interest and discuss this role in more detail

Services advertised by Gold Group are those of an Agency and/or an Employment Business.
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