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Service Desk Analyst

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Job Location

Brighton, United Kingdom

Job Description

Service Desk Analyst 3 Month Contract Location: Brighton (Office based - 5 days on site) Pay Rate: £250 - £300 per day (Inside IR35) Skills: Asset Management in ServiceNow, Customer Service, Autopilot, Intune, Windows 10 and 11 We are looking to recruit a Service Desk Analyst on an initial 3 month contract. This is an office based role and you will work 5 days a week on site in Brighton. Key Responsibilities: Providing Technical Support: Assist end-users with upgrading from Windows 10 to Windows 11, including troubleshooting any issues that arise during the upgrade process. Provide first and second-line support for all IT Services. Primarily responsible for the asset management, build and allocation of circa 400 laptops. Incident Management: Log and update incidents related to the upgrade process in the service desk system. Manage allocated Incidents and Service Requests through to a satisfactory conclusion, ensuring that all reported incidents and requests are resolved within SLA targets. Documentation: Create and maintain documentation for the upgrade process, including troubleshooting guides and user manuals. Collaboration: Work with other IT teams to ensure a smooth transition and resolve complex issues. Responsible for providing a broad spectrum of IT support with a strong emphasis on customer service. Communicate effectively with all internal and external stakeholders. User Training: Provide training and support to end-users on using Windows 11. Security Management: Ensure that user accounts and permissions are correctly configured during the upgrade. Qualifications: Technical Knowledge: Strong understanding of Windows operating systems, particularly Windows 10 and Windows 11. Problem-Solving Skills: Ability to diagnose and troubleshoot technical issues efficiently. Customer Service: Excellent communication and interpersonal skills to support end-users effectively. Certifications: ITIL certified to at least foundation level. Experience: Previous experience in a service desk or technical support role is required. Previous experience of large laptop rollouts and working within a Service Desk, providing support and administration of computing technologies including Windows 10 and 11, Azure, SharePoint, D365, O365, Active Directory, SCCM and Microsoft EndPoint Manager. Experience of working within a Service Management toolset, such as ServiceNow. Proven track record of being customer focused.

Location: Brighton, GB

Posted Date: 1/16/2025
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Posted

January 16, 2025
UID: 5009238575

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