Service Desk Analyst

POSITION: Service Desk


LOCATION: Oxford Street.

The role of Service Desk will report into the Infrastructure and Service Desk Support Lead. The ideal candidate must come from a small IT team where they have full exposure and must be a ‘hands on’ individual looking to expand on their technical knowledge but must also have exceptional customer service to compliment technical skills. The successful candidate will be one the first points of contact representing the IT department so they must be able to keep a calm and professional manner at all times. In turn they will have the opportunity to work for an industry leader in the luxury retail sector working with some huge brands. Working in a fast paced and demanding environment.

Job responsibilities:

Logging and troubleshooting all level 1 incidents

Effectively managing and escalating any issues which are not able to be resolved at first level

Providing expertise for key deskside, desktop and floor support issues. The role will mainly be providing 2nd line support, but assisting with 1st line when required.

The key responsibilities will be; call logging & documenting, desktop support, remote logins and escalating issue to senior support

You will set-up new starters, assist planning and implementing IT change requirements and work closely with the businesses key applications

Managing active directory access and ensuring that all users are added to the relevant membership groups

Working closely with the Central teams in Paris to manage any ‘out of scope’ requests

Reviewing and updating documentation and expanding on the knowledge base

Ensuring hardware builds / system installations are in line with the Quality Control process

Updating and maintaining the asset / software register

Applying software patches and overseeing hardware rollouts

Managing office moves as necessary

Configuring VOIP handsets and company mobiles

Prioritising VIP support

Supporting the head office on a daily basis but also providing store support as and when required

Working within an ITIL framework

Configuring VPN accounts and access

Technical Competencies:

* Windows Server 2003 – 2013

* Windows 7, 10

* Macintosh OS / Apple Devices

* Office 365


* Active Directory

* Hyper V / VMware

* Backups


* Conferencing solutions

* Adobe Creative Cloud

* Anti-Virus software


* MDM / Airwatch

Personable Skills

* Excellent Communicator

* Customer facing

* Professional

* Thinks outside the box

* Remains calm in stressful situations

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