Service Desk Analyst

Vibrant creative business in Central Leeds is looking for a Service Desk Analyst to join the team. This will require 4 days per week onsite, given the nature of the role. Great offices with coffee and breakfast on tap.

The role will involve providing 1st and 2nd Line technical support, in person, via phone and email, for all PC users (with some MACs) and other hardware, software, AV equipment in the building.

The role will involve:

• Logging support calls, documenting their outcome, to make dealing with frequent issues easier in future.
• Escalate support requests as appropriate to 3rd line team.
• Take ownership of tickets so that users are kept up to date with the outcomes and progress of their support calls.
• Deploying PCs and other tech including new installations and the redeployment of existing equipment.
• Installing and configuring operating systems to agreed standards under the direction of the Technical Support Team Leader.
• To setup new starters from AD user creation to ensuring all IT equipment is in place for user.
• To remove access through proper processes when a user leaves the business, ensuring all equipment is returned and repurposed.
• To maintain the existing PCs and other tech to appropriate standards, by performing upgrades, new installations, booking repairs and carrying out routine procedures.
• Take ownership of keeping accurate inventory of hardware and software.
• Contribute to the team’s technical documentation, guidelines and procedures and ensure they are shared with users.
• Assisting with the planning and delivery of Projects related to the improvement of IT apps and services.
• Working with other Support and IT colleagues to ensure continuity of service for all users.
• Providing friendly, professional, courteous, and rapid response to individual users, ensuring high service levels.

About you:

• Able to work in Central Leeds onsite 4 days per week.
• Ideally a minimum of 1 years experience in a Service Desk role or similar
• Familiarity working with a large, corporate Active Directory structure will be advantageous
• Experience using Microsoft O365 (Windows 10/11 and Office Suite)
• Hardware troubleshooting knowledge including laptops, monitors, printers, and AV
• Basic Networking protocols (TCP/IP), networking infrastructure, DHCP, DNS
• Mac OS experience and basic troubleshooting
• Able to communicate efficiently and courteously, focusing on customer service
• An appetite to learn and develop, with an outstanding work ethic

Please apply today for immediate CV review, with interviews planned early October.

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