Service Desk Analyst (£26,000 - £36,000 per annum)

☞ SAGE Publications, Inc.

View: 106

Update day: 30-04-2024

Location: London

Category: Information Technology

Industry:

Salary: £26,000 - £36,000 a year

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Job content

Overview:
This role is responsible for providing high quality technical support to the UK business to resolve any issues and enquiries relating to computer hardware, software, IT and AV equipment, and applications.
Essential Job Functions & Responsibilities:
  • Provide 1st and 2nd line support to users via phone, remote connection and in person.
  • Log and respond to tickets in the IT Service Management system.
  • Responsible for configuring, deploying applications and software and supporting of all end user hardware (laptops, desktops, Blackberry handsets printers etc.)
  • Aim to achieve and resolve all customer complaints and escalate where necessary.
  • Identify the nature of technical problems and work with colleagues and external suppliers as required to best resolve and build knowledge.
  • Responsible for the creation, removal and management of all users’ accounts.
  • Maintain and create technical documentation as required.
  • Maintain inventory of equipment and asset registry.
  • Work with the team to assist in hardware moves and network patch testing.
  • Undertake any project work when required.
Qualifications & Education:
  • Previous experience working in a service desk environment
  • Excellent customer service skills
  • Proven experience in Windows 10 and Microsoft Office 365 support
  • Laptop, Apple and Mobile device support experience
  • Understanding of Active Directory administration
  • Excellent communication skills
  • Ability to problem solve and manage time effectively
  • Excellent troubleshooting skills.
  • Organised, process driven and ability to work well under pressure
  • ITIL foundation V3/V4 and CompTIA A+ (Preferred)
Language, Reasoning, Analytical & Mathematical Skills:
  • Excellent customer service skills
  • Excellent communication skills
  • Ability to problem solve and manage time effectively
Caveat: This job description is not contractual. To perform this role successfully, you must be able to perform each of the key accountabilities satisfactorily. To meet changes in business operational, procedural or technical requirements SAGE may add, remove or amend/change the accountabilities for this role and you should be aware that this job description is not exhaustive and you may be asked to undertake reasonable tasks and activities outside those for which you are primarily employed. SAGE UK is committed to Diversity and Inclusion and is an equal opportunities employer. We value individuality and therefore welcome all qualified applications from a diverse range of candidates.
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Deadline: 14-06-2024

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