Desktop Analyst

Key Responsibilities:

• Provide a world-class service to all customers.
• Take ownership and act as a central point of contact for issues reported by customers, ensuring professional and regular communication.
• Respond to all issues, ensuring they are progressed effectively within defined service levels.
• Provide 1st, 2nd, and 3rd line support for all IT solutions hosted or managed by external vendors, covering all in-house and vendor-purchased systems.
• Take ownership and deliver key projects across the team to ensure continuous improvement of services.
• Constantly update the knowledge base and document new processes.
• Work with internal support groups and third-party vendors to resolve issues related to the implementation or operation of systems and services.
• Monitor business-critical processes and systems.
• Support project coordination and manage third-party activities where required.
• Ensure deployments follow established Release and Deployment procedures.
• Submit change requests to the weekly CCB for approval and organise implementation where required.

Required Skills:

• Experience working in a pressurised, fast-paced environment.
• Proven experience in providing quality customer service.
• Proven experience in delivering projects within deadlines.
• Good understanding of Windows 7/10 and Active Directory.
• Experience troubleshooting MS Office Suites, including Exchange client support.
• Experience in network design, implementation, load balancing, and scalability.
• Hands-on experience with servers, network equipment, and network cabling.
• MCSE or significant experience working with Microsoft operating systems and applications.
• Exposure to Citrix and Mobile Device Management is preferable.
• ITIL knowledge covering Incident, Problem, Change, and Asset Management is preferred.