Cheltenham

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Job Description

Overview

A fantastic opportunity working for a leading Gloucestershire employer. The Service Desk Analyst serves as the first point of contact for users seeking technical assistance providing 1st and 2nd line support within a busy team. This role involves troubleshooting hardware and software issues, providing excellent customer service, and ensuring timely resolution of enquires. The ideal candidate will be a proactive problem solver with strong communication skills and a passion for technology.

Responsibilities

  • 1st and 2nd Line technical support (phone, email and in person)
  • Log support tickets for all issues flagged, including daily checks.
  • Management of incidents and requests and escalating to 3rd line support where necessary.
  • Processing of requests, to include but not limited to new starters, leavers and movers. Building of laptops, smartphone handsets to team standards.
  • Hosting inductions for new employees.
  • Maintaining an orderly and tidy working environment for all areas under the control of the IT department.
  • Documentation; procedures, configurations, training
  • Maintenance of end user and meeting room equipment builds and processes

Experience / Qualifications

  • Ideally 2 years' experience working in IT, ideally on a service or help desk.
  • Good knowledge of Windows (configuration and support). Microsoft 365, including Teams, Exchange online & Intune
  • Confident in supporting and communicating General understanding of LAN, WAN, DHCP, DNS

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Required Knowledge, Skills, and Abilities