IT Service Desk Analyst 2nd Line

at  Restore Digital

SALARY:£25,000 - £27,000 PER ANNUM

Are you an experienced IT Service Desk Analyst with exceptional customer service skills?
We have an exciting opportunity for a 2nd Line IT Service Desk Analyst who wants to develop their career in our vibrant, rapidly growing business. Restore is looking for someone who has experience providing advice and technical support for both internal and external customers.
You will act as the single point of contact for all IT-related queries, incidents and service requests for internal and external customers, providing advice, technical support and logging all interactions on to the IT Service Management (ITSM) tool, escalating incidents where appropriate.

• Act as a single point of contact for internal and external customers for all IT-related queries, incidents and service requests.
• Receive, log, monitor, manage and escalate tickets where appropriate using the business’ ITSM tool.
• First, second and third-line IT support – troubleshooting of IT-related issues from a predominantly Microsoft-based environment, Office 365, mobile phones and various in-house applications.
• Workstation configuration and re-builds, including following documented procedures.
• Office 365 and Exchange support – creating and modifying user accounts and shared mailboxes, including contact creation and e-mail forwarding.
• Monitor and maintain Windows Server and Workstation operating systems, (disk space, permissions etc.) both physical and virtual.
• Maintain an asset database, tracking changes and updating when applicable.
• Manage and maintain SharePoint for internal staff and external customers.
• Troubleshoot network issues such as Wi-Fi disruptions and degraded network performance.
• Patching network ports and assisting with desk moves and desk re-configurations.
• Provide basic in-house training on the usage of Microsoft applications such as Windows, Office etc and mobile phones (iOS and Android).
• Produce and publish supporting documentation including technical resolutions and workarounds and self-house articles aimed at our customers.