IT Service Desk Analyst – 12 month contract – Cambridge - On site - 40 hour week - Global Payments Organization
Line Manager: Service Desk Manager
Senior Manager: Head of IT
This role would be responsible for primarily supporting our UK offices, as well as providing support to remote workers and other Featurespace locations. You will be supporting users of varying skill levels and across a range of devices (Windows 10 and Apple Mac).
Key Responsibilities:
* Responding promptly to IT support requests raised using Jira Cloud Service Desk, in person or through Slack shared channels.
* Providing support to End Users on Windows 10 and MacOS in person or using remote access tooling such as Ivanti Neurons Support tools.
* Providing support on common SaaS and OnPrem services such as Office 365, Slack and Atlassian.
* Supporting meeting Audio / Video equipment in Teams enabled meeting rooms, with Logitech and Polycom hardware.
* Supporting remote offices and home-based users, including provisioning laptops and supporting access through the VPN.
* Raise support tickets with third parties for laptop repairs.
* Managing access requests for access to on Prem systems.
* Applying basic ITIL concepts to ticket management and provide clear, user-oriented updates.
Essential Skills and Knowledge:
* Technical Expertise: Significant experience in supporting Windows 10, working knowledge of MacOS and iOS, ability to support laptops, docking stations and carry out basic repairs.
* Tools/Software: Microsoft 365 administration experience, Microsoft Teams Rooms and support of audio & video/video conferencing solutions, understanding of basic ITIL concepts such as incidents and service requests, Microsoft InTune.
Experience Level:
Must have demonstrable previous experience in IT service desk roles.
Soft Skills:
* Adaptable and Professional.
* Strong communication and customer service skills.
* Must take ownership of work, and work well within a team environment.
Certifications (if applicable):
Any certifications such as A+ or Microsoft 365 certifications will be taken into account.
Seniority level
Associate
Employment type
Contract
Job function
Information Technology
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