A highly successful and growing business based in Kings Cross are looking for an enthusiastic 1st Line Helpdesk Analyst. Working in a team of four, supporting 200 users in a Windows environment you will have the opportunity to grow and build on your existing skills.
As the 1st Line Support Analyst you will be responsible for receiving, logging, managing or escalating (both internally and externally) and then closing tickets received from all users across the business. Tickets are received via the IT Helpdesk portal (Service Now), email and via the telephone.
This role would suit a recent graduate or school leaver that has undertaken some form of study across IT or Computer Science.
You will work together with the IT Manager, wider IT team and 3rd party suppliers to ensure the smooth operation of all systems and technical services for the organization.
Primary Responsibilities
Initial point of contact to questions, enquiries, requests and incidents from users.
Log incidents, requests and changes using IT Helpdesk tools (specifically Service Now), ensuring that all necessary information is obtained.
Monitor queues to ensure that they are actioned appropriately and in a timely manner.
Ensure incidents and requests are escalated appropriately with all required information obtained at point of escalation.
Initiate and maintain communication to end users and 3rd party suppliers at all stages of incidents and requests.
Administer user accounts Carry out IT inductions for new starters.
Laptops and mobile repairs, replacements, upgrades and deployments.
Provide support related to AV and IT equipment in meeting rooms, collaboration spaces etc.
Create, maintain and review IT documentation e.g. checklists, asset registers, user guides etc.
Management of domains, including ordering new domains, processing renewals, ordering new certificates and engaging with 3rd parties to arrange their application.
Technologies
Adobe Creative Cloud suite
Dell Laptops
Dell SonicWall Firewalls & VPN
iPhones, Android devices
Microsoft Azure Technologies
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- Windows Virtual Desktop
- Intune/Endpoint Manager
- Defender ATP
- Azure Active Directory
Microsoft Office 365 suite
Microsoft SCCM
Microsoft SharePoint & CRM
Microsoft Teams
Microsoft Windows 10 Enterprise Editions
Mimecast
The salary on offer for this role is £25,000.