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  • Job reference: RMS0206394

IT Senior Service Desk Analyst

  • Sector: Automotive
  • Location: London
  • Job type: Permanent
  • Date posted: 12/02/2019
  • Duration: permanent
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The Role:
My client are looking for an experienced and highly motivated Senior IT Service Desk Analyst to join their team in London.

The initial challenge is to work with the Head of IT to help set up the Service Desk function - experience in selecting and configuring a SaaS service desk system, including SLAs will be advantageous.

As the organisation grows activities will include coordinating the build, configuration and deployment of desktop hardware and software in both a hands-on and administrative capacity.

IT Support to 200 users globally

Act as the initial, single point of contact for Service Desk queries by providing 1-3rd line support

Assist in setting up a new SaaS Service Desk system

Take ownership of user IT issues and follow up on the status on behalf of the user and communicate progress in a timely manner

Ensure a timely, consistent desktop build is deployed to new starters including

Installing and supporting a Windows 10 desktop environment

Installing and supporting common productivity suites e.g. Office 2016 and Adobe apps

desktop policy management

security, vulnerability and malware threat prevention

data protection and data loss prevention

Provide basic network connectivity support to users connecting devices to the network

Administering a cloud-hosted telephony environment

Supporting our mobile devices, with proven experience in administering iOS and Android systems

Administering a Mobile Device Management policy framework

Administering and supporting our multi-functional printer devices

Administering and supporting our audio-visual and conferring facilities

Hardware and software asset management

Work on projects and other IT initiatives as needed

Provide after hours and on-call support as needed

* Proven IT Support experience in a busy IT Service Desk, Operations or technical support environment working to ITIL practices
* Incident Management experience - managing incidents including business expectations and communication
* Previous experience managing IT incidents using an ITSM workflow toolset e.g. ServiceNow/Remedy or SaaS Service Desk system e.g. FreshDesk/ManageEngine
* Building, configuring and deploying desktop environments with commonly used desktop imaging tools
* Good knowledge of patch management principles, ideally using Microsoft inTune
* Strong knowledge of Microsoft based operating systems with emphasis on Windows 10
* Demonstrable experience supporting Microsoft Office 365 including account creation and administration
* Experience with using and troubleshooting Outlook 2016 within a domain environment (e.g. permissions, calendar sharing, delegation etc.)
* Exposure to and experience of supporting desktop configuration and deployment of commonly used systems in manufacturing environments e.g. PLM, ERP and CRM
* Deploying, managing and updating commonly used anti-virus solutions
* Active Directory knowledge - creating user accounts, reset passwords, create groups etc. including basic Security and Distribution Group administration. Experience with Azure AD will be an advantage.

* Setting up and supporting a modern workplace telephony solution (e.g. unified comms/smart/soft phones)
* Supporting iOS and Android devices, including the use of an MDM solution for policy management
* Experience of supporting a networked, multi-function printer estate, including user management/pin code printing
* Experience of scripting, orchestration and automation techniques
* Experience of working and building relationships with suppliers and 3rd parties
* A good level of interpersonal, communication, influencing and negotiating skills
* Proven continual service improvement experience
* Preference will be given to applicants with an automotive, manufacturing or engineering background
* With offices in Europe occasional travel will be required as is flexibility and availability to support the business.

Essential Skills / Qualifications:
As key business systems (e.g. PLM, ERP and CRM) are implemented you will be expected to ensure that they are successfully configured on user computers. The company is adopting a cloud first strategy so any experience with cloud technologies especially on the Microsoft platform (e.g. O365/Azure) will be beneficial.

As the Service Delivery team grows the successful candidate will have the opportunity to take on more of a leadership role within the team so a desire to take ownership and responsibility from the start is crucial.

* Degree in a computing/technical discipline preferred
* An ITIL qualification is essential
* Microsoft Certified Professional (MCP) - is desirable
* A cloud qualification will be an advantage

About Fircroft:
Fircroft has been placing people in specialist technical industries for approaching half a century, focusing on mid to senior level engineers for contract and permanent roles worldwide. By applying for this job you give consent for Fircroft to contact you, via email & telephone, to discuss your application along with future positions and Fircroft's services.

Fircroft is registered as a Data Controller with the Information Commissioner as required under the General Data Protection Regulation 2016/679. Fircroft will only process your personal data for the specific purposes of managing your application.

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