IT Service Desk Analyst – Hybrid – £35,000-£40,000

Computer Futures – London & S.E(Permanent and Contract)

IT Service Desk Analyst

£35,000 – £40,000 + Benefits

Hybrid – 3-4 days on site in West London (Zone 1)

Start date – 11th March 2024

I’m currently recruiting on behalf of one of my customers who are looking for a IT Service Desk Analyst to join the IT team in their London HQ.

You will be a key member of the IT team, responsible for troubleshooting IT issues across multiple offices, collaborating with cross functional team members, supporting onboarding and offboarding processes, managing IT equipment and 3rd party telephony accounts, administering user accounts, mentoring junior team members, creating and maintaining service documentation, and leading the IT section of store rollouts.

Key Responsibilities:

Technical Support:

• Troubleshoot IT issues across multiple locations, providing day-to-day operational resolution for technical support requests.
• Maintain and promote the use of internal documentation as a resource for resolving common issues.
• Work closely with team members to help resolve complex issues and improve support responses.
• Backfill and provide cover for other analysts during periods of absence.
• Capture additional information and escalate tickets to other teams when necessary.

Onboarding and Offboarding:

• Support the onboarding and offboarding process for new and departing employees, ensuring smooth transitions.

IT Operations:

• Order IT equipment and manage 3rd party telephony accounts.
• Administer user accounts using Intune.
• Lead the IT section of rollouts, including POS, printers, Wi-Fi, and other systems.

Documentation and Knowledge Management:

• Create and maintain service documentation, ensuring accuracy and clarity.
• Continuously improve the documentation by adding new content and updating existing information.

My customer are looking for someone with the following skills:

Essential:

• Strong understanding of Microsoft Technologies (MO365, Microsoft Azure, InTune, Microsoft Exchange).
• Proven experience in Retail/Store IT rollout and maintenance.
• Degree in IT (or similar) or equivalent experience.
• Solid experience in an IT Service Management related role.
• Some Retail experience.
• Proven experience in IT Infrastructure and Service Management/IT Operations Management
• A strong understanding of the retail industry and experience working in a fast-paced environment.

Desirable:

• Basic understanding of Network Protocols: DNS, HTTP, TCP/IP, POP3, SMTP, SSL/TLS, SSH, TCP/UDP, FTP/SFTP/FTP-SSL.
• Experience with Cisco Firewalls and Switches.
• Knowledge of Cyber Security principles and practices.

Computer Futures, a trading division of SThree Partnership LLP is acting as an Employment Agency in relation to this vacancy