Desktop Analyst

About the role

This role provides world-class service to all customers and acts as the central point of contact for customer-reported issues, progressing them within defined service levels. It covers first, second and third line support for IT solutions hosted or managed by external vendors, and includes project delivery, knowledge-base maintenance and deployment support.

Key responsibilities

• Take ownership of customer issues and communicate professionally and regularly
• Provide 1st, 2nd and 3rd line support for in-house and vendor-purchased systems
• Deliver key projects across the team to improve services
• Update the knowledge base and document new processes
• Work with internal support groups and third-party vendors on system implementation and operation
• Monitor business-critical processes and systems
• Support project coordination and manage third-party activities where required
• Ensure deployments follow Release and Deployment procedures and submit change requests to the weekly CCB for approval

Required profile

• Experience in a pressurised, fast-paced environment
• Proven quality customer service and project delivery within deadlines
• MCSE or significant experience with Microsoft operating systems and applications
• ITIL knowledge covering Incident, Problem, Change and Asset Management is preferred

Required skills

• Windows 7/10 and Active Directory
• Troubleshooting MS Office Suites, including Exchange client support
• Network design, implementation, load balancing and scalability
• Servers, network equipment and cabling
• Citrix and Mobile Device Management exposure is preferable