Senior Service Desk Analyst

at  Argus Media

ESSENTIAL SKILLS AND EXPERIENCE

• Very strong troubleshooting skills providing IT support in a fast-paced commercial business.
• Extremely strong communication and interpersonal skills to ensure strong working relationship with the Service Desk Manager and other IT management.
• Responsive & approachable attitude
• Able to use initiative as well as work as part of a team.
• Ability to manage workload efficiently.
• Strong co-ordination and time management skills with the ability to meet deadlines and targets
• Proficient to 2nd line in Active directory, Office 365, Intune/Azure
• Experience in Jira Service Management
• Experience with IOS, Android for mobile management & administration.
• Must have skills in using software deployment/PC management and imaging tools.
• Ability to keep calm and cope well under when dealing with key stakeholders.
• Experience with Microsoft Teams Rooms
• Display open arms attitude in a friendly environment, showing excellent customer facing skills.
• Work closely with other teams such as Infrastructure, Security & Applications teams.
• PowerShell knowledge

We are currently looking for an ambitious Senior Service Desk Analyst to support across the EMEA region. You will work as a key member of a team to ensure that a high level of customer service and support is maintained to all internal employees.
The IT department is responsible for supporting and maintaining the company’s IT systems, resolving any IT related faults quickly and efficiently. In addition to responding to a broad range of queries ranging from setting up an email account to system diagnostics, the Senior Service Desk Analyst will work providing support to end users & assist with IT projects. Transferring knowledge to the junior engineers and effectively being a technical lead for the team.
There is a requirement for shift work which involves a late shift from 12:00 to 20:00 once a week and an early shift 08:00 to 16:00. As well as the standard 09:00 to 17:00

Key Responsibilities

• Receive, monitor and respond quickly and effectively to IT Service Desk requests received by email, telephone and desk side assistance.
• Provide new starter desktop and laptop set-up, support and maintenance.
• Package, Install and configure authorised software to laptops and desktops.
• Highlight improvement areas to the day processes.
• Be a key figurehead for junior service desk members
• Understand Office 365 deployments as well as Intune/Azure management.
• Software and hardware maintenance including administering updates and patches for all machines, ensuring security and upgrades are kept up to date.
• Support office Meetings/Presentations & facilitate video conference equipment setup.
• Provide advice and engage with global support desk colleagues.
• First class customer facing skills as direct support with executive management is required.
• Assist with network support, telecoms & phone deployments.
• Providing excellent stakeholder support & management and handling high pressure scenarios.
• Diagnose and resolving technical issues, deal with escalated issues from the rest of the team.
• Ensure licensing for all software purchased is recorded and maintained.
• Perform miscellaneous job-related duties as assigned by the line manager.