Service Desk Analyst- Team Leader

Job Description

Armstrong Knight are delighted to be working exclusively with a National Construction company who are seeking to recruit a talented and ambitious candidate into their fast paced In-house IT Department.IT support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, phone, and in person. Improving the user experience wihtin the business is at the core of the of the IT Support department, and as a resultthe tasks and projects involved can be varied, providing some great opportunities to learn and develop.The main duties of the role are:

• Assist with designing, installing and maintaining the communications, file sharing and general IT resources
• Configure and install various network devices and services (e.g., routers, switches)
• Setting up user accounts, permissions and passwords
• Perform network maintenance and system upgrades including service packs, patches, hot fixes and security configurations
• Technical support for people using the network
• Day to day admin and monitoring of network use
• Planning future improvements, suggesting IT solutions to business problems
• Monitor and respond to incoming IT support requests from users via the support request ticketing system
• Ensure any support requests not received via the ticketing system are properly logged on the system
• Take ownership of issues by carrying out problem analysis and implementing temporary or permanent fixes with the aim of restoring normal service as soon as possible, escalating incidents to technical support teams of service providers and suppliers andfollowing up where necessary and communicating incident progress updates to the business and/or affecteduser(s) till final resolution
• Diagnose hardware faults and identify, fit and test appropriate replacement equipment
• Plan, perform and test upgrades of system software, user software and device firmware
• Configure, administer and troubleshoot problems with mobile phones, tablets, and other mobile devices
• Troubleshoot and resolve printing problems
• Maintain a first-class level of customer service ensuring that all customers are treated efficiently and courteously
• Provide support for the Avaya, Cisco and Polycom VOIP phone system
• Actively support remote sites with routine and reactive visits
• Accurately record, update and document requests using the IT service desk system
• Actively develop and maintain documentation of all IT systems and process
• Operate, test and maintain scheduled server backup processes
• Perform data recovery when required

OPERATIONAL ACCOUNTABILITIES

• Exhibit a flexible approach to working and provide necessary cover where needed
• Attend training as agreed for appropriate development and to keep up to date with internal systems and processes
• Work within the relevant legislation, policies and procedures
• Manage work load
• Communicate identified risks effectively
• Responsible for tracking action items and referrals through to resolution
• Support new colleagues with system and process queries
• Undertake other duties not specifically stated here which from time to time may be necessary without altering the nature or level of responsibility of the post

KNOWLEDGE/QUALIFICATIONS, EXPERIENCE AND SKILLS

• Experience of the following systems and services from real-world deployments:
• MS Windows Server 2003/2003 R2/2008/2008 R2/2012 R2
• Active Directory
• Group Policy
• Print server
• File sharing
• Android and iOS mobile phones and tablets
• MS Windows operating systems from XP up to the present day
• Broad knowledge of IP networks and configuration of network equipment
• Administration of email SPAM filtering system
• Understanding of network troubleshooting approaches (LAN and WAN)
• Experience of Office 365/Hosted Exchange
• Experience of using industry standard Helpdesk ticketing systems

Skills

• Ability to communicate highly complex and innovative ideas in business-friendly and user-friendly language both verbally and in writing
• Ability effectively to research, compare, test and critically evaluate new and existing technologies for business use
• Keen attention to detail
• Deadline driven
• Team Player but capable of working on own initiative to fully understand implications of changes and effective working methods
• Adept at prioritising multiple tasks and accountabilities, often to tight deadlines
• Excellent analytical and problem-solving skills
• A dedication to continually update knowledge

Experience

• A minimum of 5 years experience working within an IT support position
• Proven hands-on network engineering experience
• Experience of working with Voice Over IP phone systems

Please apply now if you can meet the criteria of this role, or speak to one of our consultants for further information and advice on progressing your application.

Keyskills :
Flexible ApproachiOSWindowsMac OSoffice 365