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Iglu.com
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London, Greater London
Service Desk Analyst
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Job Type: Full-time |
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Overview
Role Purpose With an ever growing business, IT Support is a key business function that needs to be fully staffed. Due to internal progression and a vast majority of exciting internal projects we need an enthusiastic first line analyst willing to join a fast paced team to allow us to continue to drive towards success. This role is based in Wimbledon to assist the team to manage workloads in an effective manner and with the goal to become a proactive team as opposed to reactive. This role is ideal for someone with limited experience but a strong enthusiasm for IT and technology Key Responsibilities: First line IT support New User Creation Active directory administration Working to ITIL methodologies Providing initial triage to all tickets into our system Supporting the business after working hours and an on-call rota basis, to cover weekends/bank holidays (paid) Communicating effectively with staff and other departments Producing documentation, knowledge articles and user guides Supporting and maintaining laptops, desktops, printers across all sites Providing remote support to our homeworker base Provide project support where required Skills and Experience: Firm grasp of core windows technologies, including active directory ITIL Foundation Desirable: Cisco Call Manager Administration Desirable: Supporting remote workers using VPN Remote desktop Behavioral Role Fit: Willingness to acquire knowledge fast and learn on the job, with a supportive team Strong verbal and written communication skills, with the ability to deal articulately with other staff and external suppliers Customer-oriented, with a focus on providing a better quality of support services to the business A team player with a flexible attitude and willingness to help The ability to translate technical language to a non-technical audience Role Key Performance Indicators: Meet pre-defined SLA’s Compose minimum one reference guide/knowledge article PCM