Job Ref: 216000040

Date: 2022-03-09 12:02:31

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Service Desk Analyst

Key Responsibilities

Answer support queries via phone and email for remote users.
Provide face to face support at Support Office in Buckinghamshire and at Homes when required.
Take ownership of user problems and be pro-active when dealing with user issues.
Log all phone calls on the ticketing system.
Respond to enquiries from users and help them resolve any hardware or software problems
Maintain a log of any software or hardware problems detected as well as any potential resolutions.
Identify and provide support in the resolution of second and third line issues.
Keep customers up to date on ticket status and if tickets require escalation.
Carry out daily systems checks, reporting to Line Manager where necessary.
Proactive remediation of Risk items highlighted by the service desk platform. This includes installation of patches and updating of antivirus agents on client devices.
Including Pre-build PC's, Laptops, Mobile and Hand-Held devices. Deployment of device agents and updating of asset records.
Investigate issues as reported including checks to ensure network connectivity is stable and correct.
Ownership of Microsoft Windows updates and validation of coverage.
Provisioning support for core applications including Office 365.
Escalation of issues to 2nd line once options are exhausted.
Knowledge transfer from 2nd line into knowledge base to allow for future 1st line fix.
Provision of access and permissions based on correct level of approval.
Management of user account and passwords within active directory.
Configuration and provision of Android and iOS based devices.
Set-up, support, and maintain printer platforms across our homes.
Escalate issues to 3rd party supplier as needed and provide updates to customers.
Provide input in team meetings and initiatives as needed.
Visit remote sites as needed to provision hands on fixing of issues.
Required to complete mandatory training courses when required

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