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Senior / Lead IT Service Desk Analyst
Senior / Lead IT Helpdesk Support Analyst - 1st and 2nd line IT Support, Service desk, Windows, Exchange / O365, Desktop, Hardware, Remote Desktop - Bournemouth - senior role supporting a large user base helping to resolve technical issues
Senior / Lead IT Helpdesk Support Analyst - 1st and 2nd line IT Support, Service desk, Windows, Exchange / O365, Desktop, Hardware, Remote Desktop - Bournemouth - senior role supporting a large user base helping to resolve faults and technical issues ranging from password resets to windows administration and troubleshooting.
This role is a senior member of the team providing a range of 1st and 2nd line support and triage for technical issues and problems from initial point of contact - be that via email, by phone or through a support ticketing system - through to resolution. With a focus on strong customer service throughout, it's a busy and challenging environment but you'll be joining a good team and have a chance to help shape best practice and improve IT policies & the ways of working to reduce call volumes and more quickly solve common issues. You'll help support the Service Desk Manager, deputising for them at times and help support and encourage some of the team around you whilst acting as an escalation for more complex issues and a bridge between the support team and the wider IT teams as well as the rest of the business.
Ideal applicants will have a broad IT support experience across the following and enjoy taking ownership of difficult issues and mentoring more junior members of the team with experience of most of the following -
- Windows 7 & 10 environments
- Exchange / Office 365 support
- Active Directory - administration, domains and setting up new users
- Basic Networking concepts - DNS, routing & Switching
- Good IT hardware and software troubleshooting knowledge
- Use of Service Desk logging tools - eg Remedy, ServiceNow
- An understanding of ITIL best practice (Foundation V3 certification also desirable)
- Remote desktop control tools
Ideal applicants will have a relevant degree ini IT or technical certifications (such as Microsoft or CompTIA) but you can't beat hands on experience! The role will initially be fully working from home due to Covid-19 and the IT Helpdesk covers support for a range of working hours so a bit of flexibility is required in start and finish times. In the future this role is likely to be a mix of office and home base.
To apply for this position, candidates must be eligible to live and work in the UK
Senior / Lead IT Helpdesk Support Analyst - Bournemouth - 1st and 2nd line IT Support, Service desk, Windows, Exchange / O365, Desktop, Hardware, Remote Desktop
Networkers acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers and is part of Gattaca Plc.
Gattaca Plc provides support services to Networkers and may assist with processing your application.