IT Service Desk Analyst

Reed Technology; York; Remote; GBP 25,000 - 28,000; Full time

Job summary

A leading technology provider is seeking an IT Service Desk Engineer to deliver exceptional support to colleagues remotely. In this permanent role, you will ensure efficient issue resolution and maintain high customer service standards while being part of an innovative team. The ideal candidate will have strong technical skills in Active Directory, TCP/IP, and Office 365.

Qualifications

• Experience with IT Service Call Management and remote service.
• Proficient in Active Directory and troubleshooting desktop issues.
• Familiarity with Office 365, Intune, and endpoint management.

Responsibilities

• Provide technical support and training via phone and email.
• Log customer interactions on Service Now with concise notes.
• Maintain high levels of customer service and manage expectations.

Skills

IT Service Call Management

Remote service

Active Directory Administration

Understanding of TCP/IP

Understanding of DHCP

Understanding of DNS

Office 365

Intune

Endpoint Management

Desktop Troubleshooting

Job description

IT Service Desk Engineer

Location: Fully Remote
Salary: 25- 28k - 18:00-02:00am shift
Type: Permanent/Fulltime

Our client is a global provider of services and a truly outstanding organisation to work for.

The Service Desk is the entry point and ongoing single point of contact for all IT support related interactions.

Providing colleagues with the tools they need to do their job
Prompt identification, understanding and resolution of issues
Pro-actively working towards issue prevention
Continuous service improvement

As Service Desk Analyst, you will provide colleagues with support across our entire infrastructure, delivering prompt, professional and customer focused service with every interaction.
You will be part of a proud, innovative community where ideas are encouraged, opinions count, and job satisfaction and wellbeing really matter.

Principal Accountabilities:

Deliver Services that support business objectives and outcomes, providing technical support, training and advice via phone, email, collaborating with the wider IT Team when needed and communicating effectively with all stakeholders
Ensure customer interactions are managed efficiently and effectively, logging all interactions on Service Now with concise notes, ensuring accurate assignment of tickets
Provide a clear communication channel between customers and the IT organisation, managing expectations and setting the standard of behaviour for customer engagement
Maintain a high level of customer service, understanding the impact issues have on customers and our business, then managing appropriately
Maintain and share knowledge of supported products and services
Maintain an understanding of the company's organisation and customers of the Service Desk
Adhere to, promote, and support the company's Information Security policies.

Essential:

IT Service Call Management
Remote service
Active directory Administration
Understanding of TCP/IP, DHCP and DNS.
Office 365 / Intune / Endpoint
Fundamental desktop and troubleshooting

To apply, please send an updated CV