United Kingdom Job Openings
Decora
Desktop Services Analyst
Lisburn
FULL TIME
September 19, 2024
This is a small team with a big mandate: Supply and maintain all end-user IT equipment while improving the user experience as part of a team that has high visibility and impact across all aspects of the business.
Working with the Desktop Services Team Lead and collaboratively with other teams within a fast paced and dynamic IT department, you will be well rounded, passionate about technology and improving end user experiences through a CANI (constant and never-ending improvement) process, technically experienced and above all, a people person.
Responsibilities
- Contribute to an environment that encourages positive communication and a sense of community to drive teamwork and collaboration across all teams.
- Perform 1st and 2nd line support, escalating to 3rd line as required.
- Recording & resolving all incidents to the customer’s satisfaction, using approved methods, tools, and procedures and in accordance with published KPI’s and internal SLA’s.
- Identification of common and recurring Service Desk issues and implementation of solutions.
- Input into a robust technical knowledge database that includes escalation paths, guides to temporary fixes, solutions, and workarounds for known errors or problems & system procedures.
- Creation of user self-service training guides and internal documentation.
- Establish, maintain, improve, and maximise working relationships with key external partners/suppliers and internal resolver groups that provide support services. Work collaboratively with these parties on joint programmes to deliver services fit-for-purpose and that add added-value to the business.
- Administration of user accounts and security within an Active Direction/Azure/M365 environment and within all business systems.
- Management, support, and installation of the company’s user-based IT services including all desktop hardware and software: computing devices, applications, printers, scanners, phones (including mobiles) and all associated peripherals.
- Undertake project work as agreed with the Desktop Services Team Leader.
- Participation in the on-call rota, if required.
- Occasional travel to remote company sites.
- Any other reasonable duties which may be required by management from time to time.
- At least 2 years recent relevant experience in a busy IT Service Desk role
- Experience of installing, configuring, and troubleshooting user hardware and software issues
- Experience in managing user setup in an Active Directory/Azure/M365 tenant environment
- Experience of working with 3rd party vendors
- Excellent analytical and problem-solving skills
- Ability to work on own initiative and manage own time effectively
- Strong planning and organisational skills
- Aptitude and willingness to rapidly learn new technologies
- Experience of working in an IT team in a FMCG company
- Experience of creating and delivering training to end users
- Experience working with cloud-based telephony systems, namely Avaya
Experience:
- Desktop Support: 2 years (preferred)
- United Kingdom (required)
Application deadline: 02/10/2024
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