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Service Desk Analyst - MS Office 365, Active Directory, Windows 10

£140 Per Day
Job Type
2 Sep 2022

Service Desk Analyst - MS Office 365, Active Directory, Windows 10

Contract - 6 Months (Renewable)

£140 per Day

West London Offices

One of the world s leading on-line retail operations is seeking a Service Desk Analyst to join an existing team supporting the in-house technology function which works to give end-user customers and brand partners the best possible experience across content and commerce

The Service Desk Analyst will work alongside other Enterprise Technology Services teams to support the staff ensuring that, credentials required, incidents and requests raised are resolved efficiently and within SLA so that they can be productive in their day to day activities and develop the business. The analyst will benefit from training and support on company processes.

Main Tasks and Key Responsibilities:

Service Desk Analyst

  • Provide a single point of contact for Service Desk
  • Record, own, escalate and resolve/monitor incident and service requests tickets throughout their lifecycle using the service management tool provided
  • Troubleshoot, investigate and action tickets in line with SLA
  • Communicate in a professional manner at all times
  • Promote IT good practice throughout the business
  • Create user accounts, process role changes and leavers, following the established processes
  • Maintain system security (ensure correct security procedures are adhered to at all times)
  • Work effectively as part of a team
  • Work unsupervised to maintain the on-going demands of the business
  • Develop and maintain documentation, knowledge base content and user guides where necessary
  • Document all work, ensuring measures are in place to allow others to pick up support work where necessary
  • Take part in Major Incident Management where applicable in line with organisational processes
  • Lead by example ensuring a consistent level of performance against management targets.

Essential Skills and Experience Required:

Service Desk Analyst

Strong administrative and organisational skills

Strong with the MS Office 365 suite (Sharepoint, MS Excel, etc.)

Good experience with Active Directory

Experienced troubleshooting Windows 10

Strong Process Management Skills

Strong Communication skills both written and spoken

ITIL qualification desirable (not essential)

ServiceNow desirable (not essential)

Key Words:

Service Desk Analyst, Aanlysis, SLA, ITIL, ServiceNow, Active Directory, AD, Windows 10, Office 365, O365, Incident, Process, Change, Support, Tickets, Service Management

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  • Job Reference: 702714805-2
  • Date Posted: 2 September 2022
  • Recruiter: Peopleworks
  • Location: London
  • Salary: £140 Per Day
  • Sector: I.T. & Communications
  • Job Type: Permanent