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As a Service Desk Analyst, you will work as part of the wider IT Team to support our users and manage and maintain our IT services.
You should have strong organisational skills with a focus on exceptional customer service.
You will be responsible for primarily supporting our UK offices, as well as providing support to remote workers and other Featurespace locations. You will be supporting users of varying skill levels and across a range of devices. Windows 10 and Apple Mac, and opportunities to develop your skills, contributing to team decisions and establishing your own identity. This role requires building machines, user provisioning, and providing support for a range of SaaS and OnPrem Services.
This is a hybrid role based in our Cambridge office, so you will ideally be comfortable coming into the office 2-3 times a week. If you’re interested in the role but require more flexibility, please speak to us!
Day to day
- Responding promptly to IT support requests
- Providing support to End Users on Windows and MacOS
- Providing support on common SaaS and OnPrem services such as Office 365
- Supporting meeting Audio / Video equipment in meeting rooms
- Identifying how to automate common IT administrative functions using different tools
- Supporting remote offices and home-based users
- Some occasional travel to our other office locations
- Contributing to and maintaining IT knowledge base documentation for IT staff and end users
Must haves
- A passion for exceptional customer service, valuable when supporting teams in remote locations
- Excellent knowledge of Windows 10
- Ability to support laptops, docking stations and carry out basic repairs
- Understanding of basic ITSM processes, such as triaging tickets, prioritisation, and resolving issues
- Understanding of basic ITIL concepts, such as incidents and service requests
- Able to follow documented policies and procedures
- Microsoft Office 365 administration experience
- Good understanding of Active Directory administration
- Basic understanding of scripting, such as PowerShell
- Good understanding of IT security principles including malware prevention and remediation
- Creating end user documentation and communications
- Able to manage and prioritise own workload in line with issue details and team priorities
- Experience of audio & video / video Conferencing solutions
Great to haves
- Working knowledge of MacOs and iOS
- Managing Mobile Devices using MDM solutions
- Previous experience of application rollouts to end-user devices
- Experience of building laptops and desktops using automated build tools
- MS Azure Active Directory and AD On Prem
- Knowledge of Windows Server
- Familiarity with MS Hyper-V or VMware
