My client is seeking a skilled and experienced Senior Service Desk Analyst to join our IT support team. As a Senior Service Desk Analyst, you will play a critical role in providing exceptional technical support to end-users, addressing complex issues, and driving automation initiatives to improve service delivery. This role is pivotal in ensuring that users receive timely, effective, and personalised assistance, leveraging your deep technical expertise in a range of Microsoft technologies.
Key Responsibilities:
Front-Line Support: Provide expert-level support for end-users, handling escalated incidents and requests that cannot be resolved through self-service tools or automation.
Troubleshooting & Issue Resolution: Resolve complex technical issues, particularly in areas such as Windows 10/11, Office 365, printing, and local area networking.
Automation & Innovation: Proactively identify areas for process improvement and automation to reduce repetitive tasks and enhance productivity across the firm.
AI Integration: Implement and optimize AI-driven troubleshooting tools while ensuring they complement human expertise for resolving issues that automation cannot address.
Collaboration & Coordination: Work closely with various internal teams to facilitate the resolution of complex issues, managing resources and communication across departments as needed.
Documentation & Knowledge Sharing: Maintain comprehensive documentation of incidents, diagnostic steps, and resolutions, and contribute to knowledge base articles, especially focusing on automation and troubleshooting enhancements.
Azure AD & Intune Expertise: Manage tasks related to Azure Active Directory (e.g., user account provisioning, permissions management) and lead Intune application packaging and build deployments, including OOBE (Out of Box Experience).
Continuous Learning: Stay up to date with the latest technology trends and ensure the team is leveraging best practices to maintain an efficient service desk environment.
Skills and Experience:
2- 3 years of experience with Windows 10/11, Office 365, local area networking, and printing solutions.
Expertise in Intune application packaging, build deployments, and Out of Box Experience (OOBE) setup.
Advanced knowledge of Azure Active Directory, including account provisioning, de-provisioning, and permissions management.
Service Desk Systems:
Experience with Service Desk ticketing systems including workflow configurations, issue tracking, and reporting. Familiarity with additional modules such as CMDB is a plus.
Problem-Solving & Critical Thinking:
Proven ability to handle and resolve complex technical issues that go beyond typical automated solutions.
Strong problem-solving skills with the ability to balance automation and human intervention effectively.
Nice to have:
Bachelor's degree in Information Technology, Computer Science, or a related field
Industry certifications such as CompTIA (eg A+, Network+) and Microsoft (eg Azure, M365)
Proficiency with Generative AI (eg ChatGPT) to solve problems, learn, boost productivity etc
Communication Skills:
Exceptional interpersonal and communication skills, with the ability to engage users and offer a personal touch while resolving issues efficiently.
Strong documentation skills, ensuring clear and concise records of incidents, resolutions, and troubleshooting steps.
Experience:
3+ years in a senior service desk or IT support role with a strong focus on supporting enterprise-level systems and environments.
Prior experience in a role where automation or AI tools were integrated into service desk processes is highly advantageous.
Additional Information:
Work Location: This role requires 3 days on-site presence per week. The remaining days can be flexible (remote or hybrid).
Hours: Full-time, standard business hours with some flexibility depending on issue severity.
If you are a dedicated IT professional who thrives in a fast-paced, solution-oriented environment, we would love to hear from you!
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