Third Line Service Desk Analyst

Posted 09/05/2024 by Clear IT Recruitment

Wandsworth, Greater London
£30,000 - £40,000/annum

Our client is seeking a Third Line Service Desk Analyst, to be based in their Putney, London office. 
There will be paid for travel with frequent visits to their services on average 2-3 days per week.
As Third Line Service Desk Analyst, you will play a key role ensuring the smooth running of the helpdesk, and the maintenance and support of hardware and software for:
·    150 PCs and laptops many not office based.
·    Approximately 350 staff and 100 service users across 35 sites in the UK and Isle of Man.
·    Support other service users across a range of mobile devices including Chromebooks and phones  
Key aspects of the Role:
·    Provide primarily second and third line user support to staff and service users; to provide overflow and relief for first line support, including precise call logging.
·    Monitor response times to incidents ensuring we remain within our SLAs while providing high levels of customer service to the workforce.
·    Manage the 365 and Azure environment, such as access control, troubleshooting and resolving any issues.
·    Collaborate with internal teams to deliver seamless integration of new IT solutions within the existing IT environment.
·    Conduct training sessions for internal teams to increase understanding and effective use of Microsoft and Entra technologies
·    To manage Internet Service Providers and inter-site connections
·    To react to system alerts and trouble shoot, act upon or escalate as appropriate.
·    To lead the roll-out of new applications, testing and evaluating new applications.
·    To set up automated tools in order to carry out regular housekeeping processes including backup, event log checking etc.
·    To maintain pool equipment loans, ensuring requests are dealt with in a timely manner, keeping accurate records and ensuring that equipment is returned at the correct time.
Applicants experience: 
·    Proven experience in a similar role leveraging 365 and Entra technologies.
·    Experience working to SLAs.
·    In depth knowledge of networking with hardware firewall technologies, VPNs etc,  Entra, 365 and SharePoint administration, unify, Microsoft desktop & server operating systems including active directory.
·    Knowledgeable in network and server administration and support.
·    Ability to travel to our services on average 2-3 days per week. Occasional out of hours work may be required.
·    Full UK driving licence 
Should you have any questions or wish to apply please do not hesitate to contact Clear IT Recruitment Limited.
Please Note:  Due to the number of applications we receive we may be unable to respond to every application directly. If you have not heard from us within 3 working days please assume your application has been unsuccessful.

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