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Job

Graduate IT Service Desk Analyst

💼 Graduate Job

Liverpool

Graduate Job

IT & CybersecurityLiverpool

Description

  • To own all service requests raised to IT from the business, and provide 1st line support of the IT Desktop and Business Systems used within the Princes Group as the first point of contact for end users for all Service Requests.
  • To liaise with all users of IT systems within the group and with third party service providers.

Dimensions

  • Internal contacts will include members of the organisation at all levels, given the support element of the role.
  • External contacts will include representatives from our key technology partners who provide equipment, service and support. These contacts will be for the resolution of day-to-day issues.

Requirements

  • Windows 10.
  • Active Directory administration.
  • Exchange Online administration.
  • Microsoft Office 365.
  • Internet and basic network principles.
  • Alcatel\Lucent IP Telephony.
  • ITIL foundation principles.
  • Exceptional Customer Service & Communication skills.
  • Excellent problem solving skills.
  • Team player who is self-motivated.
  • Excellent attention to detail and accuracy.
  • Strong organisational skills with a logical, methodical and structured approach.
  • Flexible and adaptable.

Area of Responsibilities

IT & Cybersecurity

Responsibilities

  • Ensure service requests are assigned and resolved to agreed SLA’s through excellent communication and organisational methods.
  • Adherence to the Service Request Fulfilment policy.
  • Monitoring of incoming service requests and timely closure of requests, ensuring end users are kept fully informed of progress.
  • Desktop hardware purchasing, provisioning and desk-side installations.
  • Desktop software provisioning / installations.
  • Liaising with managed service providers to provide corporate mobile phones.
  • Management of all IT elements for new starters.
  • Maintaining hardware stock levels.
  • Ensure all role related documentation is kept up to date to enable support of responsibilities by other members of the team when needed.
  • Elements of first line support for business systems used within our commercial sites to ensure successful completion of service requests.
  • Liaise with Business Analysts, third party software and support providers to coordinate support.
  • First line support of IT desktop hardware.
  • Administration of the Active Directory environment.
  • Support and administration of user account access.
  • Providing 1st Line telephone customer support as required.
  • Comply with Princes Internal IT Controls and support with the completion of the annual Service Desk audit. 

Details

Work type

Full time

Work mode

hybrid

Location

Liverpool