Manchester / Technology

Technology Service Desk Analyst

The Technology Service Desk is looking to expand the team and offer a more robust support service to our global userbase. The successful candidate will make up part of a team that supports both remote end users and head office employees. Team members are encouraged to own issues through to complete resolution and there are opportunities to input into the whole user experience.

Main Duties and Responsibilities

  • Provide accurate call logging to ensure an incident audit trail is maintained and feeds into Business MI
  • Providing a high level of technical support to resolve issues within an agreed SLA
  • Work towards achieving and maintaining a high FCR
  • Deployment of global OS images and associated applications
  • Ownership and liaising with other business functions to ensure a resolution is reached in the quickest time possible
  • Working with 3rd party suppliers to maintain levels of service
  • Maintain hardware stock levels
  • Perform other duties as requested by the Technology Service Desk Manager

Candidates must possess the following skills and experience

  • Excellent communication skills, both written and verbal
  • Minimum 12 months Helpdesk experience providing 1st and 2nd line support
  • Remote support and customer facing experience
  • The ability to balance customer focus with technical aptitude
  • Superior level of customer service, especially the ability to build good working relationships quickly
  • Ability to compile and maintain process documentation
  • Flexibility and the ability to work in a fast-paced environment
  • 3rd party management

Technical expertise in the following areas

  • Windows 7 and 10 support
  • Office 365 Administration including the whole suite of applications
  • Exchange 2013 and Active Directory Administration
  • End user device imaging technologies
  • Mobile device management
  • Telephony and Broadband troubleshooting
  • An understanding of Networking technologies

It would be desirable for the candidates to possess:

  • Any formal Microsoft training or qualifications
  • Any ITIL exposure
  • Own transport and driving license
  • Any experience of supporting the travel industry

Apply Now

Please attach your C.V and a brief description of what interests you most about this role.

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