Experience, Skills & Qualifications • Candidates must have at least 3 years of relevant IT experience supporting end users with exposure to the following environments; • Azure and On-prem Active Directory administration • SharePoint Online • Windows Deployment Services (WDS) • Windows 10 OS • Microsoft/Office365 User administration • Mobile Device Management MaaS360/InTune operating systems • Understanding of LAN, WAN networking, TCP/IP principles, DNS and VPN concepts • Experience of using an incident/request helpdesk management system • Maintaining Software and Hardware Asset Management • Able to demonstrate key Fault Diagnosis/troubleshooting skills for user hardware and software problem the role is 100% office based near wembley Support with fulfilment of Service Requests, Incidents, Monitoring and completion of daily tasks within Service Level Agreements • Manage incident and service desk tickets through to resolution including knowing when to escalate to 2nd/3rd Line • Management of Service Desk processes such as Joiners, Movers, Leavers, etc • Ensure that the Service Desk delivers excellent Customer Service • Identify and implement improvements to IT services, tools and processes administered and supported by Service Desk • Improve end user experience of technology within the group and drive initiatives to improve SLA performance of Service Desk deliverables • Support the Service Desk team by providing guidance on analysis, troubleshooting and problem solving to help expedite resolution when escalating issues • Encourage and facilitate training of users on platforms, technology and IT strategy for delivering excellent communication and understanding to staff members • Maintain stock levels and asset inventory of equipment to ensure enough capacity to deal with typical end user problems in a timely fashion. • Provide the team with feedback information regarding changes, maintenance, known problems and new services, to help coordinate team resources