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Experience, Skills & Qualifications
• Candidates must have at least 3 years of relevant IT experience supporting
end users with exposure to the following environments;
• Azure and On-prem Active Directory administration
• SharePoint Online
• Windows Deployment Services (WDS)
• Windows 10 OS
• Microsoft/Office365 User administration
• Mobile Device Management MaaS360/InTune operating systems
• Understanding of LAN, WAN networking, TCP/IP principles, DNS and VPN
concepts
• Experience of using an incident/request helpdesk management system
• Maintaining Software and Hardware Asset Management
• Able to demonstrate key Fault Diagnosis/troubleshooting skills for user
hardware and software problem
the role is 100% office based near wembley
Support with fulfilment of Service Requests, Incidents, Monitoring and completion of daily tasks
within Service Level Agreements
• Manage incident and service desk tickets through to resolution including knowing when to
escalate to 2nd/3rd Line
• Management of Service Desk processes such as Joiners, Movers, Leavers, etc
• Ensure that the Service Desk delivers excellent Customer Service
• Identify and implement improvements to IT services, tools and processes administered and
supported by Service Desk
• Improve end user experience of technology within the group and drive initiatives to improve SLA
performance of Service Desk deliverables
• Support the Service Desk team by providing guidance on analysis, troubleshooting and problem
solving to help expedite resolution when escalating issues
• Encourage and facilitate training of users on platforms, technology and IT strategy for delivering
excellent communication and understanding to staff members
• Maintain stock levels and asset inventory of equipment to ensure enough capacity to deal with
typical end user problems in a timely fashion.
• Provide the team with feedback information regarding changes, maintenance, known problems
and new services, to help coordinate team resources
