About Codestone At Codestone, we're not just part of the AI Cloud movement – we're leading it. As Europe's trusted business transformation partner, we deliver powerhouse advisory and consultancy services spanning ERP, EPM, and analytics business applications, cybersecurity, infrastructure, modern work, and UK's Top 50 application and IT managed services. Backed by FPE Capital, we're scaling fast while staying true to our people-/client-first spirit. Why Choose Your Future with us? We're not your typical tech consultancy. We're a community of innovators and enablers who transform business challenges into success stories. As the 1 SAP Gold Partner in Europe, with Platinum Wolters Kluwer CCH Tagetik and Gold Microsoft partnerships, we're trusted by 1000 organisations to guide them through their digital transformation journey, enabling them to become market leaders, operate more securely, accelerate growth, and become employers of choice. Culture Matters: THRIVE Culture is the unique and beating heart of Codestone, shaping every interaction, decision, and achievement. Our THRIVE principles guide everything we do: T alent: Join a community that recognises and nurtures your unique abilities H earts: Experience genuine empathy and trust in every interaction R esponsibility: Own your impact and shape positive outcomes I nnovation: Be part of a team where forward-thinking is our superpower V alue: Create exceptional impact for our clients and each other E xcellence: Push boundaries and set new standards in everything we do Your Wellbeing Matters We've reimagined what a modern tech workplace should be. Our flexible approach supports your lifestyle, while our comprehensive benefits package ensures you're valued beyond your role. From mental health support to personal development opportunities, we invest in your total wellbeing. About the role The Service Desk Analyst position will suit an experienced, enthusiastic, and versatile individual, who will join an on-site technical team based in London. You will be supporting a full range of IT infrastructure solutions primarily based around application, desktop, and end user device support. The role requires someone who has experience of working within a dynamic end-user environment with many differing types of user, both in technical ability and company status. Your day-to-day will include: • Supporting our customer in their Central London office, 5 days per week. • Responsible for traditional second line duties including (but not limited to) desktop support, server support, live meeting management (Teams), kit procurement, equipment configuration (Phones and Laptops) etc. • Delivery of high level of Customer Service always to all levels of staff, including Directors. You will bring these key competencies to the role: Customer Focus: Demonstrates empathy, patience, and attentiveness in addressing customer issues. Builds trust by maintaining a professional and friendly demeanour in face-to-face interactions. Problem-Solving and Analytical Thinking: Uses logical reasoning to diagnose and resolve technical issues efficiently. Able to think on their feet and adapt to unforeseen challenges in customer environments. Communication Skills: Translates technical information into clear, non-technical language for customers. Actively listens to understand customer concerns before responding. Adaptability and Flexibility: Adjusts to varying customer demands, changing priorities, and environments. Stays calm under pressure and manages multiple customer needs simultaneously. Time Management and Prioritisation: Balances a workload of technical tasks while ensuring that critical issues are addressed first. Keeps track of multiple tasks to meet Service Level Agreements (SLAs) and customer expectations. Collaboration and Teamwork: Works effectively with other technical teams and departments to resolve complex issues. Seeks input and feedback when needed and contributes to shared problem-solving. Ownership and Accountability: Takes responsibility for resolving customer issues from start to finish. Follows up after issue resolution to ensure customer satisfaction. Continuous Learning: Stays updated on technical advancements in M365, Azure, iOS, and related areas. Demonstrates a proactive approach to skill development, seeking out learning opportunities. Experience Required: You will have a minimum of five years experience in a service desk role. Experience in monitoring ticket queues, working in a leadership capacity to achieve SLA, KPI’s and the customers’ expectations. You can speak confidently to both technical and business users and translate customer requirements into solutions. You are proactive and able to anticipate the needs of the team lead and the business. Able to work with limited direction but also able to follow direction when given. You are keen to learn new skills and products with a genuine passion for technology. Key Measures and Targets: · Customer satisfaction achievement of at least 95% · Timely response and resolution of Customer queries · Achieving target Response and Resolution SLA’s · Positive feedback on Customer Satisfaction Survey’s Technical Skills: Accreditation or experience required in some of the following technical products; • Office 365 • Microsoft Exchange Hybrid • SharePoint • OneDrive • Teams • Azure • Conditional Access • MFA • Intune (MDM) • ADFS • Microsoft Windows 10 / Server 2012 • Apple iOS mobile device maintenance and support • Laptop and desktop hardware maintenance and support (Windows and Apple) • TCP/IP, DNS and Microsoft Active Directory • Windows based operating systems and networking • Microsoft RDS & RemoteApp • WAN, Routers, Switches and Wireless Networks. Advantageous skills, but not essential: • Connectwise • IT Glue • 3CX • Manage Engine products • Email filtering solutions, specifically Mimecast • Web filtering solutions • Setting up & running Teams Live Events • Qualsys • Adobe Creative Cloud • Knowledge of JAMF • Mac OS Accreditation Accreditation in any of the following technical products; • Microsoft Server 2012/2016 • Microsoft Windows 10/11 • Microsoft Exchange Server 2016 • Understanding of; • Security principals & best practices • Understanding of hosted IT services o Slack o Atlassian/Jita/Confluence o Contentful o Jumpcloud o Uniflow Online o ManageEngine Patch Manager Plus · ITIL v3 Foundation (minimum) · Microsoft or equivalent certification (Beneficial) About the Benefits Be part of a global team that's making a real difference in how businesses transform and succeed. We believe in working hard while having fun, and we genuinely value every team member's unique contribution to our story. When we say you're welcome at Codestone, we really mean it. LoveWhatYouDo From 25 days holiday (plus Bank Holidays) (rising by 1 day after 1 years’ service to a maximum of 28 days) Contributory company pension scheme A volunteering day each year to support your local community Hybrid working policy Training, learning & development opportunities (customer specific and general courses) Casual dress code Cycle to Work Salary Sacrifice Scheme EV Salary Sacrifice Scheme Recruitment and customer bonus referral scheme Annual company events Employee wellbeing programme Life assurance x 3 Healthcare cash plan Employee Assist Programme Virtual GP Extended maternity and paternity leave Staff perks And many more Sounds good? If you’re interested in starting or continuing your career journey with Codestone, simply apply on this link. Watch our video: Empowering you within a future ready business Check out our Glassdoor Reviews? Equal Opportunities At Codestone, we are committed to fostering a diverse and inclusive workplace where all employees are treated with respect and dignity. We believe that diversity enriches our work environment, fosters innovation, and drives better outcomes for our customers and communities. We are dedicated to providing equal opportunities for employment and advancement to all qualified individuals, regardless of race, colour, ethnicity, gender, gender identity or expression, sexual orientation, religion, age, disability, marital status, veteran status, or any other characteristic protected by applicable law. This commitment to equal opportunities and inclusion is integral to our mission and values, and we are dedicated to upholding it in everything we do. If you are a person with disabilities and require reasonable adjustments to be made to make your application or to attend interview, please contact [email protected] Apply today