End User Support Technician

Thales Group; Doncaster; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading global technology firm is seeking an End User Support Analyst for onsite work in Doncaster. This role involves managing incidents and service requests, utilizing tools such as Active Directory and ServiceNow. Candidates should have strong customer service and problem-solving skills and be willing to achieve SC clearance. Opportunities for training and growth within the company are provided.

Benefits

Market-leading training

Development opportunities

Mentoring and coaching

Qualifications

• Experience in service desk/support roles with confidence in communication.
• Strong problem-solving and customer service skills, adaptable to priorities.
• Familiarity with Active Directory, Exchange, Windows, VMware, and ITIL.

Responsibilities

• Take ownership of incidents ensuring timely resolutions.
• Manage incidents and service requests using ServiceNow.
• Perform user account creation and manage email accounts.

Skills

Service desk experience

Problem-solving skills

Customer service skills

Communication skills

Tools

Active Directory

VMware

Microsoft Office

ServiceNow

Exchange

Job description

Overview

End User Support Analyst – Location: Doncaster, onsite working with 5 days in the office. Ready to leverage your service desk experience and IT skills in a fast-paced, collaborative environment?

Responsibilities

• Take ownership of incidents from start to finish, ensuring timely resolution that meets customer satisfaction and aligns with SLA targets.
• Gain hands-on experience with a wide range of IT systems, including Active Directory, Exchange, VMware, and Microsoft Office deployments.
• Join the UK Service Desk Team and manage incidents and service requests using the ServiceNow tool, ensuring timely logging, accurate diagnosis, and effective resolution to keep operations running smoothly.
• End-to-end call management of incidents through to resolution to ensure fixes meet customer satisfaction and SLAs.
• Answer calls and chats to the Service Desk within SLA response times; raise Service Requests from users via phone or online portal; accurately record all incident details and resolution activity in the Service Desk tool.
• Assist Problem Management with root cause analysis and troubleshooting, ensuring data is accurate and up to date where applicable.
• Provide a high level of first-time fix for all incidents; escalate to the next level of management or technical support when SLA timescales are reached.
• Maintain regular communications with customers until incidents are resolved.
• Perform user account creation in Active Directory and NT; email account management in Exchange; full lifecycle administration of Windows Shares and Active Directory; deployment of Virtual Machines within VMware; configuration and deployment of Microsoft Office suites and other software.
• Adhere to Thales procedures, working practices and department-specific processes; undertake other ad-hoc duties as required to support the Service Management operation.
• Handle a diverse range of issues, applications and assets; familiarity with Enterprise Volt, Windows 7, Exchange, Outlook, and other Microsoft applications is advantageous. ITIL v3 Foundation is desirable.

Requirements and Qualifications

• Experience in service desk/support roles with the ability to communicate confidently with a wide range of colleagues and suppliers.
• Strong problem-solving and customer service skills; adaptable to shifting priorities; methodical approach to troubleshoot IT and Service Management challenges.
• Security Clearance: This role requires SC Clearance. It would be advantageous if held; if not, the successful applicant will undergo, achieve, and maintain SC Clearance. Details available on the UK Security Vetting and NSV Agency guidance.
• Familiarity with Active Directory, Exchange, Windows, VMware, and Microsoft Office deployments; knowledge of ITIL framework is beneficial.

What We Can Offer

We’re committed to giving you opportunities to be your best. We offer market-leading training, development and experiences, along with mentoring and coaching. We hire from within as our first priority, providing opportunities within our diverse, global organisation.

Information Systems & Technology activities in infrastructure, systems, applications, support, security, and business intelligence enable optimized productivity for Thales staff worldwide. The Service Desk operates Monday to Friday 07:30 to 18:00 and involves working as part of a large SC Cleared team handling calls, chats, and monitoring the online portal, deploying software and managing Service Request implementations.

Eligibility and Equal Opportunity

Thales is an equal opportunities employer. We welcome all talented individuals to consider joining our team. If you don’t match every statement but have relevant experience, we encourage you to apply.