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Service Desk Analyst

Employer
PMP Recruitment
Location
Wigan, Greater Manchester
Salary
£24000 - £25000/annum
Closing date
1 Feb 2022

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Job Sector
IT
Contract Type
Permanent
Hours
Full Time

Job Details

We are looking for a Service Desk Analyst to work at our Head Office in Wigan.
The candidate will pro-actively procure, configure, monitor and maintain our IT estate and also deal with Service Desk issues as they are logged using ITIL best practice.
This role will also get to be involved in large group technology projects.

Key Responsibilities

First class service to on-site and remote users by resolving service requests and incidents logged on the Service Desk.
Support of 3rd party and internally developed software applications working with third parties where appropriate.
Initial configuration and allocation of all hardware and software
Ongoing pro-active maintenance and patching of all hardware and software
Auditing of information security and delivery of security awareness training
Creation of self-help articles and end user documentation
Upskilling of end users on IT solutions and drive to enable self-help via Service Desk
Follow strict change management procedures to ensure that change to our IT environments is controlled and recorded.
Configuration, management and ongoing improvement of Service Desk tooling.
Maintenance of network infrastructure (DNS/DHCP etc)
Administration of Microsoft Office 365 tenant inc Shell Scripting
Configuration and maintenance of telephony system (3CX, 8x8, RingCentral)
Procurement of IT hardware, software and services.
Ensuring full business benefit is obtained from our technology tools such as Office 365 suite.

Other

Report on Service Desk performance and areas for improvement (Service Management, Problem & Incident Management).
Feed into software development roadmap for internally developed products
Contract management and vendor management.
Testing of changes
Project related activity and the chance to progress internally

Qualifications
ITIL Foundation preferred
Microsoft certifications beneficial
Networking certifications beneficial
Security qualifications beneficial as is experience of Cyber Essentials Plus and ISO 27001.

Driving Licence required. No more that 6 points on it - May need to travel to other sites.

Experience and Skills:

Minimum 2 years experience in a similar on-site and remote support role
A problem solver who is able to work alone or as part of a wider team
Good knowledge of networking
Good knowledge and administration of Microsoft product family (including O365 Teams, SharePoint & OneDrive for Business)
Knowledge of Mimecast administration
Knowledge of anti-virus products (ESET)
Knowledge of security products and information security best practice principles

Essential Behaviours:

Ability to work unsupervised
Ability to communicate clearly at all levels
First class customer service skills and empathy
Ability to work under pressure and prioritise workload

PMP Recruitment Ltd, a trading division which is part of the Challenge-trg Group, is acting as an employment business in relation to this vacancy

Company

Warehouse & Production jobs with PMP Recruitment.

You'll find a wide range of warehouse and production jobs with PMP Recruitment. We work with many large brands including Amazon, Tesco and Dixons.

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