REF48432L- IT Service Desk 4 +

Service Desk Analyst

Responsibilities

Daily user support for all IT issues including maintenance and support.
Provide effective and efficient support to our users while logging this information in our Service Desk ticketing tool.
Field incoming help requests from end users via telephone, e-mail and ticket logging system in a courteous manner.
Ensure that Service Desk policies and procedures and best practices are implemented and adhered to, particularly our change, problem and incident management procedures (based on the ITIL v4 standards).
Ensure that all calls and issues are dealt with in a timely and efficient manner.
Evaluate documented resolutions and analyse trends for ways to prevent future problems.
Identify and learn appropriate software and hardware used and supported by the organisation.
Field incoming help requests from end users via telephone, e-mail, portal and ticket logging system in a courteous manner.
Escalate calls to the relevant work stream in a timely manner.
Report all suspected information security incidents and breaches
Understand and adhere to all established CTM and IT policies, standards and procedures, especially Information Security policies and operational procedures.
Create new starter profiles within Active Directory, office 365 and all other applications as requested in the request, as part of the New Starter procedure.
Change user profiles as part of the Mover procedure.
Offboard users as part of the Leaver procedure.
Troubleshoot Handoff access related issues
Following the asset management procedure, ensure Assets are correctly logged and accurately maintained.

Applications/ Tools

Must have knowledge on any of the below mentioned Tool/Application/Software-
Knowledge of printers, PC/laptops, LAN, Wi-Fi, screens, and mobile devices
Windows 10 / 11
Windows Server up to 2022 (basic undertanding)
Microsoft Office 365
Microsoft Azure
Active Directory, DNS, DHCP, Group Policy etc.
Networking (Firewalls, switches etc.)
Service Desk ticketing systems, ideally Freshservice
ITIL Policies and procedures operations
Cyber Security awareness
Knowledge of ISO 27001 Controls is desirable.

Desirable knowledge on any of the below mentioned Tool/Application/Software-
Crowdstrike Anti-virus software
FreshService Ticketing System
Sabre, Galileo, Amadeus, Travelsky Global Distribution Systems
Laptop/ Desktop setup/laptop image
Intranet Application Support (SHAREPOINT)
Intune, MS Office 365
Windows Remote Desktop Services