Service Desk Analyst 1st/2nd line support - Kensington, West London

MAPP IT, Digital, Broadcasting & Media Recruitment Specialists
London (Greater)
10 Feb 2018
15 Feb 2018
Contract Type
Full Time

Service Desk Analyst 1st/2nd line support - Kensington, West London

An exciting opportunity for a Service Desk Analyst to join a well known brand to deliver high quality 1/2nd line support to the services desk.


  • Windows 2008/2012 Server
  • Windows 7 Desktop
  • MS Exchange 2010
  • MS Office 2010/2013
  • Active Directory
  • Office 365


  • Windows 10 desktop
  • MS Office 2016
  • MacOS and iOS device support
  • Exchange Webmail
  • SCCM 2012
  • Service Now


  • Minimum experience required 12 months in an active service desk and technical support environment.
  • Strong Active Directory, Exchange 2010 experience. Windows Server 2008/2012 administration experience.
  • Excellent written and verbal communication skills, ability to form good working relationships with business users.


  • Based in London, the candidate will be an active member of the IT Service Desk.
  • To provide a high quality 1st & 2nd level response to callers to the Service Desk, working to agreed SLAs. Support to include desktop hardware and software, phones, mobile devices, remote access and other IT service requirements.
  • Ensuring that calls are appropriately logged, prioritised and categorised. Follow calls through to resolution (via Service Desk or other resource, internal or external).
  • Escalating network and systems problems to the appropriate teams in IT.
  • Produce daily morning Service Desk status summary reports to the UK IT team.
  • Administer laptop and other loan resources.
  • To liaise with suppliers, engineers and service providers to help maintain and restore service.


  • Monitoring call resolution progress and where necessary
  • New Starters and Leavers administration: Network, mail accounts, application access, storage and archiving management via Windows Server, Exchange and Active Directory
  • Admin support teams, and other resources.
  • Global Account Management (LAN access and Exchange administration).
  • Proactive 1st & 2nd level response to hardware and software problems (Windows, Mac OS, mobile devices and accessories etc.)
  • Repairs to faulty equipment and swapping/provision of loan equipment while repairs are organised.
  • Set up and preparation of new equipment (preparing notebooks, desktops, installing devices etc.)
  • Communicating details of system problems and availability, and planned outages to end users and IT
  • Provision and setting up of IT equipment (PCs, projectors, AV equipment etc.) for meetings and training sessions.
  • To maintain the IT Consumables store, keeping records of stock and usage.
  • To participate in and ensure compliance with IT General Controls (ITGC) and Sarbanes Oxley (SOX) procedures, reviews and reporting.
  • Assist in the maintenance of the inventory of all deployed hardware and software, including licences.
  • To undertake any additional tasks and projects as requested by the Service Desk Manager.

Service Desk Analyst 1st/2nd line support - Kensington, West London

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