Service Desk Analyst We have partnered with a well-known multinational sporting organisation who are looking for a Service Desk Analyst to join their support team. Outstanding learning and development opportunity for a passionate support analyst who wants to hone their technical skills specifically in a cloud environment while being in a role where you make a difference. This role will report directly to the Head of Technology Operations, learning from them and the surrounding team to become an expert on their systems. Your day to day:
Providing first/second-level support to employees for their IT needs in a friendly, customer-oriented manner.
You will provide support for desktops, laptops, VC units, AV, iPads/iPhones, the entire MS Office Suite, Intune and several internally developed applications.
Analysis of call logs to discover any underlying issues or trends.
Conduct remote troubleshooting.
Follow up with clients to ensure their systems are functional.
Testing and evaluating new technology.
Helping to create technical documentation and manuals.
Following instructions, either written or in diagram form, to set up a system or fix a fault.
Understanding users’ technical needs and troubleshooting their issues in a clear, jargon-free manner - resolving where possible and reassigning to 2nd-level support teams where necessary.
Logging, tracking, prioritising, and ownership of all contacts received at the Service Desk, ensuring the completeness and accuracy of the information captured.
Responsible for timely follow-up on outstanding tickets and escalating issues through departmental procedures when required.
Collaborating with other business support teams and vendors to help identify common problems, developing and maintaining solutions within the knowledge base.
Information sharing with other Service Desk team members, to assist each other and to continuously set a higher standard with the level of support provided.
Participate in focus groups and/or pilots for the onboarding of new products and services with the Support Services team, providing feedback from both a user and support perspective.
Availability to provide Service Desk backup in situations including absence cover, BCP and rollouts.
Onboarding new staff, including presenting in induction meetings.
Roll out patching to the laptop estate.
2-3 years’ experience in a Service Desk, or Helpdesk role.
Proficient in supporting the entire MS Office Suite, ideally with some Azure or AWS support experience.
Experience working in collaboration with other teams to deliver end-to-end user support.
Strong motivation to learn new skills and technologies.
Excellent communication skills.
What our client offers:
Opportunity to join a global sporting organisation.
As an integral part of the technology team, you will have lots of opportunities for learning and development.
Competitive salary, with some amazing benefits on offer, especially if you’re a sports fan.