Service Desk Analyst - 2nd Line

Recruiter
Dyson
Location
Malmesbury
Posted
11 Apr 2018
Closes
20 Apr 2018
Sector
Engineering
Contract Type
Permanent
Hours
Full Time
Service Desk Analyst

Up to £26,000 per annum + Bonus + Benefits

Fancy a career in IT? How does being a part of continuous improvement across IT Service sound for you and your career aspirations?

You will be responsible for providing technical IT support to all users across the business, providing excellent customer service.

Tucked away in a corner of Wiltshire, but only 15 minutes from the M4 and well-connected by rail, our Malmesbury HQ is home to more than 4,000 people in a growing campus that houses our IT, Finance, Group Commercial, RDD and GB & Ireland Market teams. With 3 cafes, a gym and sports facility and a selection of engineering legends including our Harrier and Lightning jets, you will certainly feel the passion and motivation to.

Accountabilities

• Identifying and resolving incidents
• Resolving incidents with minimum referral to further support teams
• Consulting with technical teams to resolve incidents that are beyond the scope
• Raising high priority incidents to both internal and external teams
• Taking end-to-end ownership of incidents, ensuring accurate and timely updates are maintained in the incident management system
• Build IT devices as per the Dyson IT build process
• Maintain asset database and track changes
• Keeping and maintaining access control records, working documents and databases
• Ensuring access controls meets the requirements as defined by Dyson Security policy
• Escalating threat activity to appropriate teams/management
• Contributing to service improvement projects
• Identifying opportunities for improvements to known solutions

Skills/ Experiences

• Understanding, Ethernet, TCP/IP, DHCP, DNS, firewalls and VPN technologies, preferably UAG
• Strong knowledge of Microsoft Office 2007, 2010, 2016 and 365
• Experience with using and troubleshooting Outlook 2007, 2010, 2016 and 365
• Wireless network (ideally Cisco Wireless Networking),
• Experience of user administration within an MDM tool
• Working Knowledge of Active Directory User and Security administration, Shared folders and NTFS permissions
• Natural problem solver
• Effective communicator
• Driven and committed individual with focus on quality
• Ability to think creatively and devise creative solutions to hard problems
• Handle the delivery of a highly reliable, available and responsive support solution

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