• Global Service Desk Analyst

    Location UK-London
    Category
    Information Technology
    Position Type
    Regular Full-Time
  • Overview

    To support, assist and resolves issues in reference to Windows and Apple desktop, applications, ID administration, and other services provided by the IS&T Helpdesk. Responsible for delivery of services to clients; resolution of 70% of issues by phone and perform special projects as assigned.

    Responsibilities

    Global Service Desk Analyst responsibilities may include but will not be limited to the following:

     

    • Represents the Global Service Desk and acts as a first point of call in this capacity.
    • Understand callers need and provide professional, courteous response
    • Provide a single point of service for new problems, tracking of already reported problems, status queries etc via telephone and email.
    • Prioritize tickets/ service requests
    • Coordinate and participate in IT projects.  
    • Hardware / software procurement
    • Adhere to Global Service Desk polices and procedures.
    • Using the remote access tool, resolves 70% + issues at the Global Service Desk
    • Using service desk logging system, log all service desk calls.
    • The ability to troubleshoot Apple and Windows platforms, Mobile Devices, Citrix, MS Office Suite and other software related issues.
    • Perform and participate in root cause analysis.
    • Install applications remotely.
    • Reasonable attempt to solve problem / process service request.
    • Escalate hardware & software issues to 2nd / 3rd line support team.
    • Escalation for after hours support
    • Additional duties as assigned include meeting room & Video Conference support. Out of hour’s office moves, annual hardware refreshes as and when required.
    • Comms Meeting (Music Meeting) IT Support required each week on a rotation basis.
    • Manning IT BAR area on a rotation basis

     

    User Administration and Maintenance

     

    • Perform active directory maintenance ( group memberships, password resets)
    • Manage ID requests for applications (where no direct access)
    • Manage VPN access (help install VPN client, grant VPN access, ensure policies are adhered to)
    • Provide support for Microsoft Outlook (help configure, set-up and resolve any issues/user problems)
    • Provide remote support for Windows and Mac OS based user environment.
    • Perform mobile device administration tasks – adding/ deleting users, wipe devices, ensuring polices are adhered to.
    • Support users with printer connections, drive mappings, data back-ups etc.

     

    Hardware:

    HP PC’s & Laptop

    Macs

    Mobile Devices (iOS, Android)

    Video conferencing

    Cisco network support

     

    Software:

    Mac OSX and applications

    Keynote

    Windows 7 /10

    Office 2013/2016 Suite

    Person Specifications

    • Experience in a similar business or a media company.
    • 2 year IT helpdesk support experience working in a corporate environment.
    • Supporting Mac and Windows platforms.  
    • IS&T based degree
    • Candidates must be flexible with work schedule including on-call availability.
    • Knowledge of common application programs (Microsoft Office, Adobe applications, Internet Explorer, Microsoft and Apple platforms and software).
    • Proficiency in Microsoft Windows Desktop and Apple Operating Systems required.
    • Must show initiative and be able to work independently.
    • Strong analytical skills.
    • Ability to work under pressure and meet deadlines.
    • Strong written and verbal communication skills and the ability to interact well with different levels within the organization. 
    • Ability to work well in a collaborative, team oriented environment and manage time effectively.

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed