Service Desk Analyst

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Middlesborough, North East
Starting Salary £:
Job Description

We currently have an opportunity for a Service Desk Analyst to join our busy Altrad Cargo Fleet offices in Middlesbrough.

This role will be office based, providing 1st line technical support to around 7500 users and computers across numerous companies within Altrad Group. Acting as the first point of contact for the global ICT department via telephone, email and remote diagnostic tools. The individual will be expected to keep a record of all incidents / requests in the Service Management Tool and to ensure users and management are proactively kept up-to-date with progress of incidents / requests.

Roles and Responsibilities
  • To provide 1st line desktop and network support to users and systems via telephone, email and remote diagnostic tools
  • To provide 1st line application support and troubleshooting including LAN / WAN and wireless
  • To provide 1st line peripheral and communication support including printers, scanners, phone systems and mobile devices
  • To take ownership of incidents, be proactive when dealing with user issues / requests and escalate to other internal teams where necessary
  • To maintain a high degree of customer service in all communication and adhere to all Service Management principles
  • Maintain Service management tool, logging of all incidents, service requests and changes within the system and ensuring they are kept up to date
  • Microsoft Active Directory Administration, user account creation, disabling of leavers, granting security group access.  
  • Process user management tasks and maintain accurate records in a range of administrative tools including MSActiveDirectory and MSExchange Online.
  • Provide governance and guidance to other non-central ICT departments around the world. 
Experience Required
  • A minimum of 2 years working in a service desk environment
  • Strong Knowledge of Microsoft Windows, 10
  • Experience using Microsoft Active Directory
  • Understanding of LAN / WAN / TCPIP
  • Knowledge of Mobile Telephony Devices 
  • Microsoft Office, 2016, 365
  • Microsoft Office Admin Centre
  • Exchange 2016 + Exchange Online
  • Experience Supporting Microsoft Teams
  • Basic Understanding of Powershell
Qualifications Needed
  • A confident and credible telephone manner
  • A keen interest in IT products and services and a willingness to learn
  • A customer focused attitude
  • Excellent communication, time keeping and self organisational skills
  • Ability to work as part of a successful team
  • Knowledge / Certification in ITIL