Desktop Services Analyst

BRIEF DESCRIPTION This is a small team with a big mandate: supply and maintain all end-user IT equipment while improving the user experience as part of a team that has high visibility and impact across all aspects of the business. Working with the Desktop Services Team Lead and collaboratively with other teams within a fast paced and dynamic IT department, you will be well rounded, passionate about technology and improving end user experiences through a CANI (constant and never-ending improvement) process, technically experienced and above all, a people person. MAIN DUTIES AND RESPONSIBILITIES Contribute to an environment that encourages positive communication and a sense of community to drive teamwork and collaboration across all teams. Perform 1st and 2nd line support, escalating to 3rd line as required. Recording and resolving all incidents to the customers satisfaction, using approved methods, tools, and procedures and in accordance with published KPIs and internal SLAs. Identification of common and recurring Service Desk issues and implementation of solutions. Input into a robust technical knowledge database that includes escalation paths, guides to temporary fixes, solutions, and workarounds for known errors or problems and system procedures. Creation of user self-service training guides and internal documentation. Establish, maintain, improve, and maximise working relationships with key external partners/suppliers and internal resolver groups that provide support services. Work collaboratively with these parties on joint programmes to deliver services fit-for-purpose and that add added-value to the business. Administration of user accounts and security within an Active Direction/Azure/M365 environment and within all business systems. Management, support, and installation of the companys user-based IT services including all desktop hardware and software: computing devices, applications, printers, scanners, phones (including mobiles) and all associated peripherals. Undertake project work as agreed with the Desktop Services Team Leader. Participation in the on-call rota, if required. Occasional travel to remote company sites. Any other reasonable duties which may be required by management from time to time. SCHEDULE: Due to the range of operational schedules we provide, our IT team operate in 2 alternating shifts: 7:00am-3:30pm or 9:30-6:00pm Monday to Thursday and 7:00am-12:30pm or 9:30am-4.00pm on a Friday. Hours of work are 37.5 a week. ESSENTIAL REQUIREMENTS At least 2 years recent relevant experience in a busy IT Service Desk role Drivers licence and access to own vehicle Experience of installing, configuring, and troubleshooting user hardware and software issues Experience in managing user setup in an Active Directory/Azure/M365 tenant environment Experience of working with 3rd party vendors Excellent analytical and problem-solving skills Ability to work on own initiative and manage own time effectively Strong planning and organisational skills Aptitude and willingness to rapidly learn new technologies DESIRABLE REQUIREMENTS Experience of working in an IT team in a FMCG company Experience of creating and delivering training to end users Experience working with cloud-based telephony systems, namely Avaya Applications must include details of qualifications and experience to date and must clearly state how candidates meet the criteria. Applicants from 09.24 need not apply. Skills: Analytical problem solver Planning Organisational Benefits: Flexitime Group Life Assurance Pension Fund Parking