IT Service Desk Analyst

I am looking for someone who is passionate about IT and eager to grow their expertise in Microsoft 365, Device Management (iPhones), Windows Desktop and Laptop Support, including Build and Deployment. This role is a perfect match for individuals with 1-2 years of experience or those keen to embark on their IT support career, backed by a keen interest in IT and a desire to explore a career in IT.

Key Responsibilities:

• Incident and Request Management: Manage and resolve incidents and service requests focusing on Office 365, Windows Desktop, and Laptop issues. Responsibilities include triaging, managing, resolving incidents, offering temporary solutions when necessary, and escalating complex issues.
• Customer Communication: Can communicate complex IT issues in understandable terms, ensuring customers are updated throughout the resolution process. Comfortable with supporting all levels of staff up to and including C level staff such as CEO/CFO
• Asset Lifecycle Management: Maintain an accurate inventory of IT assets, including hardware, software, licenses, and warranties, to ensure optimal asset performance throughout their lifecycle. Specifying and obtaining quotes for hardware and accessories such as docking stations
• Technical Support: Serve as the initial point of contact for IT support queries, especially around Office 365, Windows Desktop, mobile devices (iPhones), Azure AD accounts and policies, and Laptop Build and Deployment, applying your technical acumen to resolve issues and escalating as needed.
• Timekeeping and Performance Management: Monitor and manage your performance and timekeeping diligently to meet or exceed set targets and SLAs.
• Reporting: Generate timely and accurate reports as requested, ensuring changes are communicated effectively to stakeholders.

Skills and Qualifications:

• 1-2 years of experience in IT support desirable or a strong interest and passion for IT, with a keen interest in entering the IT support field.
• Experience with Microsoft 365/ Office 365, Windows Desktop, mobile devices and Laptop Support, including Build and Deployment processes.
• Excellent communication skills, capable of breaking down technical jargon for a non-technical audience.
• Strong reporting skills, time management, and an ability to work within defined SLAs.
• A proactive, problem-solving approach and a commitment to delivering high-quality customer service.
• Any of the following certifications are considered an advantage : Comptia ITF+, A+, Network+, Security+, Microsoft certifications in desktop or server operating systems