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End User Support Analyst

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Thales

1mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Doncaster

AI generated summary

  • You need service desk experience, knowledge of Windows 7, Exchange, Outlook, strong customer service skills, and full UK Security Clearance (SC) eligibility.
  • You will manage incidents from start to resolution, handle calls and chats, provide updates, create user accounts, deploy software, and assist in problem management while adhering to SLAs.

Requirements

  • Ideally experience of working on a service desk dealing with a large variety of issues, applications and assets. Knowledge of Enterprise Volt, Windows 7, Exchanger, Outlook and other MS Applications would be an advantage. The ability to communicate effectively and with appropriate sensitivity with a wide variety of colleagues and suppliers.
  • Ideally someone from a customer service and IT background used to working in a large team. Be able to adapt to changing environment and priorities depending on business needs. Excellent customer service skills. Be able to demonstrate a methodical approach to problem solving and troubleshooting of both IT related issues and Service Management related issues.
  • The successful candidate will need full Security Clearance (SC) -For more information and guidance please visit the UKSV website.
  • Due to the nature of the work that we do at Thales, many of our roles are subject to security restrictions. This role requires you to be a UK National and achieve Security Clearance (SC) without any caveats. It would be advantageous if currently held, however, if not currently held, it is a requirement that the successful applicant undergo, achieve, and maintain SC Clearance prior to commencing employment. If approved by the MOD, a dual national from a Non-ITAR country may be considered. Please visit the UKSV website for further guidance.
  • To be eligible for full SC, you generally need to have resided in the UK for the last 5 years. In some circumstances, a minimum of 3 years’ residence in the UK over the last 5 years may be accepted, with additional overseas checks.
  • For further details of the evidence required to apply for security clearance please follow this link https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/national-security-vetting-clearance-levels.

Responsibilities

  • End to end call management of incidents through to resolution as required to ensure the incidents are fixed to the satisfaction of the customer and in-line with SLAs.
  • Responsible for answering all calls and chats to the Service Desk within the SLA response times.
  • Raising Service Requests from users either via the phone or online portal
  • Accurately recording all incident details and resolution activity into the Service Desk tool.
  • Assisting Problem Management in the provision of root cause analysis and troubleshooting ensuring that all data is accurate and up to date where applicable
  • Providing a high level of first time fix for all incidents.
  • Escalating incidents to the next level of management or technical support where SLA timescales are reached.
  • Ensuring regular communications updates are provided to the customer until incidents are resolved.
  • User account creation in Active Directory and NT
  • Email account management in Exchange
  • Full lifecycle administration of Windows Shares and Active Directory
  • Deployment of Virtual Machines within VMWare
  • Configuration and deployment of Microsoft Office suites and other software
  • Adherence to Thales procedures, working practices and department specific processes
  • Other ad-hoc duties as required to support the Service Management operation

FAQs

What is the job title for this position?

The job title for this position is End User Support Analyst.

Where is the job located?

The job is located in Doncaster, United Kingdom.

What type of work arrangement is offered?

The position requires full on-site work.

What is the purpose of the End User Support Analyst role?

The purpose of this role is to work as part of the UK Service Desk Team, providing IT support to all UK business users by managing incidents and Service Requests.

What are the main responsibilities of the End User Support Analyst?

Responsibilities include end-to-end call management of incidents, answering calls and chats within SLA response times, raising Service Requests, accurately recording incident details, and assisting Problem Management.

What are the working hours for the Service Desk?

The Service Desk operates Monday to Friday from 07:30 to 18:00.

What security clearance is required for this role?

This role requires full Security Clearance (SC), and candidates must be UK Nationals to achieve this without any caveats.

What qualifications or skills are preferred for this position?

Ideally, experience working on a service desk handling a variety of IT issues, knowledge of Windows applications, and strong customer service skills are preferred.

What is the culture like at Thales?

Thales promotes a supportive work environment with opportunities for learning, development, and flexibility to accommodate employees' lifestyles.

Will training and development opportunities be provided?

Yes, Thales offers market-leading training, development, and mentoring from industry experts to help employees grow in their careers.

Is Thales committed to an inclusive recruitment process?

Yes, Thales is committed to providing an inclusive and barrier-free recruitment process and will provide reasonable adjustments for neuro-diverse applicants or those with disabilities.

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Thales

Build a future we can all trust.

Consulting
Industry
10,001+
Employees
2000
Founded Year

Mission & Purpose

Thales is a global technology leader with more than 77,000 employees on five continents. The Group is investing in digital and “deep tech” innovations – Big Data, artificial intelligence, connectivity, cybersecurity and quantum technology – to build a future we can all trust. Trust is essential for societies to flourish, with humans playing a central role in every critical decision. Thales's high-tech solutions, services and products help companies, organisations and governments to achieve their goals and ambitions. And in each of our five vertical markets — digital identity and security, defence and security, aerospace, space, and transport — our customers play a vital role in society.