Service Desk Analyst

at  CDP Global

ABOUT CDP

CDP is a not-for-profit charity that runs the global disclosure system for investors, companies, cities, states and regions to manage their environmental impacts. The world’s economy looks to CDP as the gold standard of environmental reporting with the richest and most comprehensive dataset on corporate and city action. In 2021 we launched our new five-year strategy: Accelerating the Rate of Change - find out more here. Visit https://cdp.net/en or follow us @CDP to find out more.

YOU WILL HAVE THE FOLLOWING SKILLS AND EXPERIENCE:

• Have a minimum of 1 years’ experience working in a support role
• Proven experience working with Microsoft applications, e.g. Office365, Excel, Word, PowerPoint and Microsoft Teams.
• Technical understanding of Windows Operating systems
• Excellent customer service skills and a telephone manner.
• Ability to clearly and concisely document technical information and troubleshooting steps taken (creating FAQs, Technical Tips and help documentation)
• Ability to approach problem solving logically Confidence in working with staff at levels.
• Willingness to learn and develop within a busy support environment.

JOB PURPOSE AND BACKGROUND IN SUMMARY

Being the first point of contact for all IT related queries across the organisation, including: Office 365 Support, Active directory management, Onboarding and Offboarding , Hardware support including, laptops, printers, and providing onsite support in the London office.
Working on the Incidents and Service requests logged on the Service Desk, ensuring the incidents are diagnosed, categorized, prioritized and resolved correctly.
Testing newly deployed software and updates. Administering IT purchasing Assisting with ad-hoc tasks as required. The precise description and nature of your job may be varied from time to time and you may be required to carry out other duties as necessary to meet business needs.
The successful candidate will have: Have a minimum of 1 years’ experience working in a support role Proven experience working with Microsoft applications, e.g. Office365, Excel, Word, PowerPoint and Microsoft Teams.
Technical understanding of Windows Operating systems. Excellent customer service skills and a telephone manner. Ability to clearly and concisely document technical information and troubleshooting steps taken (creating FAQs, Technical Tips and help documentation) Ability to approach problem solving logically Confidence in working with staff at levels. Willingness to learn and develop within a busy support environment.

KEY RESPONSIBILITIES INCLUDE:

• Being the first point of contact for all IT related queries across the organisation.
• Providing onsite support in the London office.
• Working with Incidents and Service requests logged on the Service Desk
• Working with Office 365, Intune and Microsoft Exchange
• Testing newly deployed software and updates
• Maintain and update knowledgebase article within the team
• Administering IT purchasing
• Contribute towards continuous service improvements within the service desk team