IT Service Desk Analyst

AMC Global Media - UK; Greater London; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

AMC Global Media - UK is seeking an IT Helpdesk specialist to provide technical support for corporate IT systems and end users. The role covers AD and Office 365, ticket logging, issue resolution, and hardware/software deployments.

You will mentor the Helpdesk team in the UK and CNE, support USA projects, and ensure monthly patches are deployed via SCCM. Hybrid work requires 3 days in London Goodge Street (Tue–Thu).

Qualifications

• Extensive IT service desk experience.
• Solid knowledge of ITIL practices.
• Strong operational knowledge of Active Directory and Office 365.
• Experience with Windows desktop technologies.

Responsibilities

• Provide technical support for corporate IT systems and end users.
• Handle logging, triage and resolution of tickets.
• Deploy new equipment and carry out software/patch updates.
• Maintain hardware and software inventory and procurement tasks.
• Mentor and support IT Helpdesk teams in the UK and CNE.
• Deliver high-quality end-user IT services to defined SLAs.
• Support international projects impacting UK & CNE sites.

Job description

Providing technical support for the company’s IT systems and end user support. Manage Active Directory environments and Office 365 to provide support to the end users in UK and NL. Responsible for logging tickets, responding and resolving end user issues, deploying new equipment and carrying out other related Service desk duties. Hybrid working arrangement requiring 3 days in the office in Central London - Goodge Street (Tuesday to Thursday).

• 1. Providing support and assistance regarding various IT systems for the users – primarily focusing on corporate office IT Systems.
• 2. Hardware maintenance and replacement in case of failures or upgrades. Software installations and maintenance (e.g. version upgrades, etc.) necessary for the company’s operations and work processes. Investigating system anomalies reported by users: debugging, testing and performing repairs.
• 3. Other administrative and documentation tasks related to the IT systems (inventory, change management, administrative tasks related to procurement processes)
• 4. Provide support and mentoring for the IT Helpdesk team in the UK and CNE.
• 5. Delivering end user IT customer services to high quality, agreed service levels.
• 6. Provide additional support to USA for all international project work impacting UK & CNE sites.
• 7. Ensure all monthly patches are deployed successfully via SCCM and trouble shoot any that fail.

Job Functional Knowledge:

Extensive experience working in an IT service desk role- 2/3 years experience

In-depth knowledge of ITIL based tools and methodologies and excellent customer service focus.

In-depth knowledge of core infrastructure services such as Active Directory and Office 365.

Extensive experience of Microsoft desktop technologies – including Windows, Office 365 and Active Directory

Experience of working with MAC desktop technologies (not required, but desirable)

Knowledge of management tools such as Windows Update Server and JAMF.

In-depth understanding of IT function and its processes

Basic knowledge of the IT market and suppliers