We are looking for a skilled 1st/2nd Line IT Support Analyst to provide technical support to global office locations across the UK, EMEM, and APAC regions. This role requires a proactive and customer-focused individual who can efficiently handle IT service requests and incidents while ensuring excellent service delivery.
Key Responsibilities:
1. Manage incidents and requests via the IT service management tool, ServiceNow.
2. Perform advanced troubleshooting and analytical triage/support.
3. Liaise with and escalate issues to relevant teams as necessary.
4. Basic network troubleshooting.
5. Administer Active Directory Users and Computers.
6. Provide support for Windows 10 and Microsoft products.
7. (Desirable) Offer support for MAC OS X.
8. Assist with ad-hoc support requests, desk moves, and desk-side support.
9. Act as a Major Incident (MI) owner during reported incidents, following documented MI processes.
Knowledge & Experience:
1. IT industry experience.
2. Proficiency in:
* Microsoft Windows 10+
* Active Directory
* Microsoft Exchange
* Office 365/2016+
* Mimecast
* Microsoft Teams
* Zoom
* SCCM
* ITIL Best Practices
* Remote support tools
* Incident, Problem, and Change Management
* Understanding of administrative and clerical procedures.
This is an exciting opportunity to be part of a dynamic IT support team, providing critical support to a global workforce. If you have a passion for technology and excellent problem-solving skills, we'd love to hear from you!
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