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Service Desk Analyst
- Office based in Birmingham
- Salary of £35,000 plus benefits
- Permanent role
- May be required to work overtime, weekends and be flexible with start / finish times
ABOUT THE CLIENT:Our client, stands as a beacon of excellence in the logistics and supply chain industry, boasting a rich legacy spanning five decades. With an unwavering commitment to customer-centricity, our client thrives on the synergy between its dedicated workforce, cutting-edge technology, and extensive industry knowledge. By fostering a culture that encourages boundary-pushing, continuous development, and transparency, our client empowers its teams to exceed both personally and professionally, and they are now looking for a Service Desk Analyst to join them.
THE BENEFITS:
- Group Life Assurance (after 1 years' service)
- Employee Bonus Scheme
- Health Cash Plan
- Salary Exchange workplace pension employer 4% / employee minimum 5%
- Extensive Retailer Discounts and Wellbeing Centre
- Access to Pluralsight for workplace and personal development
- Annual Summer & Christmas parties
- Quarterly section / department nights out
THE SERVICE DESK ANALYST ROLE:
- Provide 1st and 2nd Line Support - logging incidents into the service desk system and managing tickets triaged from front-line support.
- Provide 3rd Line support with networking tasks and project work.
- Management of escalation through other teams always ensuring high quality of feedback and service to customers
- Deploy and maintain software and hardware as directed, including patches/hotfixes.
- Provide MFD printer / scanner troubleshooting & management.
- Update documentation areas e.g., Asset Register, Stock Control, Wiki knowledge base.
- Maintain active directory / exchange user accounts and relevant file security permissions.
- Assist with backup management, data retrieval, either on-site or cloud based.
- Provide administrative support to the back office and bespoke systems where required.
- To maintain a high degree of customer service for all support queries and adhere to all Service Level Agreements.
- Provide out of hours cover (phone provided) on a rota basis and perform remote maintenance out of hours.
SERVICE DESK ANALYST - ESSENTIAL SKILLS:
- ITIL v3-4 Foundation and experience working in an ITIL environment / Service Level Agreements.
- Windows 10, Windows Server 2008/2012,2016 and 2019 Remote Desktop/Terminal services environments.
- Microsoft Active Directory and troubleshooting.
- Knowledge of TCP/IP Networking and experience with DHCP, DNS and VPN's.
- Desirable skills: MS SQL / SSIS / SSRS.
- Experience of HP MSA SAN and networking hardware.
- A-Level qualification of higher i.e., BTEC, HNC, HND or bachelor's degree (or equivalent) in Computer Science, IT or a related field.
- Certifications such as; ITIL Foundation, Service Desk Institute, MCSA, CompTIA A+, Security+, are a plus
TO BE CONSIDERED…Please either apply through this advert or emailing me directly via . For further information please call me on / . By applying for this role, you give express consent for us to process and submit (subject to required skills) your application to our client in conjunction with this vacancy only.
KEY SKILLS: ITIL, Windows, Service Desk, Troubleshooting, MS SQL, SSIS, SSRS
