Service Desk Analyst / Helpdesk Analyst / Lead IT Support Analyst / Project Lead - Active Directory/Group Policy, MS Exchange, Office 365, 1st & 2nd Line Support. Permanent, London, c.£35k +Benefits
Global professional services corporation seeks a Service Desk Analyst to act as the point of escalation for a team of Service Desk Analysts in order to resolve more complex 1st & 2nd Line Support issues and to take a lead role in the delivery of projects to a user base of 1500+ users in the UK.
The project element of the role centres around software and services being improved, deployed or introduced across the business landscape such as Sharepoint, Office 365, new CRM systems or other business focussed applications.
The Service Desk Analyst / Project Lead will be responsible for responding to escalated 1st & 2nd line support issues such as user access to enterprise applications and/or server and network infrastructure, 2nd line analysis of support tickets (ServiceNow) in the queue and manage the escalation of issues to desktop support teams, infrastructure teams and application support analysts. You will liaise with the users (of all levels of seniority) to keep them informed of the status of support issues raised to the service desk.
You will work with Active Directory / Group Policy, MS Exchange and Office 365 to resolve issues on a daily basis whilst liaising with middle and senior management, other IT teams such as application support, network engineers and desktop support analysts. Manage tickets in a queue which have been logged via the self-service portal or by telephone call. You will resolve technical issues where possible, assist more junior service desk analysts to resolve problems and critically lead projects which the Service Desk is involved with.
We are searching for a Service Desk Analyst with previous experience of working in a similar Service Desk / Helpdesk support capacity for a large, multi-national organisation with at least 500+ users. You will be able to resolve IT support issues around Win7/Win10 and Mac OS/X operating systems as well as basic networking configurations LAN/WAN/Wireless Connections, WDS, WSUS, McAffee Anti-Virus and EPO products. You will be comfortable working with Active Directory able to create, amend and troubleshoot issues with user accounts as well as create and manage email accounts in MS Exchange and Office 365. An ITIL foundation certification would be highly beneficial; excellent communication skills pre-requisite.
City of London location with a stable, global corporation with excellent career and personal development prospects.
- MS Exchange
- Office 365
- Active Directory/Group Policy