Service Desk Analyst
3 Month Contract
Location: Office based – 5 days onsite in Brighton
Pay Rate: £250 - £300 per day (Inside IR35)

Skills: Asset Management in ServiceNow, Customer Service, Autopilot, Intune, Windows 10 and 11

Key Responsibilities:

• Providing Technical Support: Assist end-users with upgrading from Windows 10 to Windows 11, including troubleshooting any issues that arise during the upgrade process. Provide first and second-line support for all IT Services. Primarily responsible for the asset management, build and allocation of circa 400 laptops.
• Incident Management: Log and update incidents related to the upgrade process in the service desk system. Manage allocated Incidents and Service Requests through to a satisfactory conclusion, ensuring that all reported incidents and requests are resolved within SLA targets.
• Documentation: Create and maintain documentation for the upgrade process, including troubleshooting guides and user manuals.
• Collaboration: Work with other IT teams to ensure a smooth transition and resolve complex issues. Responsible for providing a broad spectrum of IT support with a strong emphasis on customer service. Communicate effectively with all internal and external stakeholders.
• User Training: Provide training and support to end-users on using Windows 11.
• Security Management: Ensure that user accounts and permissions are correctly configured during the upgrade.

Qualifications:

• Technical Knowledge: Strong understanding of Windows operating systems, particularly Windows 10 and Windows 11.
• Problem-Solving Skills: Ability to diagnose and troubleshoot technical issues efficiently.
• Customer Service: Excellent communication and interpersonal skills to support end-users effectively.
• Certifications: ITIL certified to at least foundation level.
• Experience: Previous experience in a service desk or technical support role is required. Previous experience of large laptop rollouts and working within a Service Desk, providing support and administration of computing technologies including Windows 10 and 11, Azure, SharePoint, D365, O365, Active Directory, SCCM and Microsoft EndPoint Manager. Experience of working within a Service Management toolset, such as ServiceNow. Proven track record of being customer focused.