IT Service Desk Analyst

Foster + Partners

IT Service Desk Analyst

London, Battersea

Permanent

Foster + Partners is a global studio for architecture, engineering, urban and landscape design, rooted in sustainability.

The Technology Service Desk Analyst will work in a busy and challenging environment at Foster + Partners providing 1st line IT support and guidance to internal customers via telephone, email and face to face. The role demands a very high standard of customer service and a willingness to provide excellent IT support services

Responsibilities :

• Provide excellent IT support to all Foster + Partners staff

• Provide 1st level technical support and advice

• To contribute, or otherwise assist, as required Incident, Problem and Service Request Management

• Respond to and process incidents and service requests

• Effective handling of complaints and escalations

• Monitor and take ownership of incidents to resolution, providing regular customer updates and follow up after resolution • Liaise closely with other IT teams on incidents requiring multiple discipline involvement Technical

• Installing F+P approved software onto user’s machines

• Promote and follow established procedures

• Active Directory and Exchange User Management

• Provide Remote User and Site support

• Provide Microsoft Outlook email client support

• Configure Foster + Partners provided mobile devices

• Troubleshooting basic printer issues

• FTP administration

• Maintain an up-to-date knowledge of relevant IT applications and technologies

• Excellent working knowledge and experience with Microsoft Operating Systems including Windows 7,10 and Mac OSX Administration

• Understand and adhere to all elements of Foster + Partners technical standards, licensing requirements and security policy

• Supply and maintain loan IT equipment including updating and monitoring of the loan database/calendar

• Thorough knowledge of and compliance with Foster + Partners procedures and standards

• Contribute, or otherwise assist, as required

• Equity, diversity & inclusion (EDI) is a core priority. To support and champion the embedding of this focus as a collective workforce responsibility, EDI should be integrated, where relevant, into all workstreams.

• Thorough knowledge of and compliance with F+P procedures and standards CSIT19 December 2024 Qualities and Skills required

• Have completed ITIL Foundation certificate in Service Management

• Excellent telephone manner

• Good working knowledge and experience with Microsoft Operating Systems

• Good working knowledge and experience with the Microsoft Office suite including Office 2010 and 2013

• Good working knowledge and experience with remote administration tools

• A general understanding of network technologies, VPN, remote access solutions, terminal servers and virus protection tools (Symantec)

• Experience working with a broad range of systems and peripherals including laptops, printers and plotters

• Experience with using call logging software

• Knowledge of common software applications and willingness to learn about others used in the practice

• Knowledge and experience of Active Directory and Exchange administration in a professional capacity

• Good knowledge of iOS and Windows devices and configurations

• Able to work 8 hour shifts Monday - Friday, between 8:00 - 19:00 on a rotating weekly basis

• Able to demonstrate a high degree of flexibility including shift and out of hours working

• Excellent written and verbal communication skills - articulate and diplomatic manner

• Able to manage sensitive and sometimes confidential information

• Self-motivated and able to take responsibility

• Resilient to cope with conflicting demands, able to prioritise duties and work effectively under pressure (while remaining calm and professional at all times)

• Able to demonstrate initiative and a proactive approach to daily tasks

• Good interpersonal skills

• Able to demonstrate the ability to undertake the above responsibility.

• Able to carry out tasks which require lifting and bending