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Service Desk Analyst

Closing date
15 Sep 2021

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Technology & New Media
Contract Type
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2nd Line Service Desk Technician

Office location: Old Trafford, Manchester, M16 0PQ

Salary: £27,000 - £30,000

PHMG is the world's leading audio branding agency, working with more than 36,000 clients in 39 countries. Globally renowned brands such as Audi, Adidas and Coca-Cola trust us to make them sound as good as they look. If you are passionate about technology, we want to hear from you!

To maintain our position at the forefront of our industry - and sustain our continual growth - we need an expert operational team behind us to support the smooth running of the business.

What the role entails:
  • To support the day-to-day delivery of the IT function as well as get involved in technical projects.
  • Knowledge of working on a service desk working with technologies like Office 365, AD and Azure, Desktop support - both hardware and software.
  • The role will involve management of IT tickets within a support tool.
  • Participate in continuous improvement initiatives
  • Act as a second line escalation to a busy 1st line support service
  • Act as intermediary between 1st and 3rd line
  • Coordinate and participate in supplier support service for faults and requests.
  • Requirement to join an on call, out of hours, support service

What you'll be responsible for:
  • Produce and maintain operational documentation for technical solutions
  • Provide 2nd level support
  • Participate in incident, problem, service request and change management
  • Engaging regularly with internal 1st line analysts to assist with escalated faults
  • Assist or lead project activity - e.g. Transition from Citrix to Desktop. Transition of phone technology

What we are looking for:
  • At least 2 years proven experience in a 1st line role and looking to make the transition into 2nd line
  • Some 2nd line experience preferred.
  • Support multi-site / international infrastructure
  • Provide escalation support to the 1st line team
  • Windows application troubleshooting experience and skills
  • Azure administration
  • Active Directory, Group Policy
  • Scripting
  • Knowledge of Anti-Virus
  • Strong documentation and communication skills
  • ITIL v3 certifications

Role objectives:
  • Engaging regularly with internal 1st line analysts to assist with escalated faults
  • Management of Service Desk Incident and Request queue
  • Work as part of a team providing Windows 10 support
  • Enforce IT policies and work to improve policies
  • Automate IT tasks and duties to improve the efficiency of the department and other tasks within the company.
  • Enhance Service Desk function to provide a smooth transition of issues through 1st to 3rd line.
  • Help enhance the skillset of existing 1st line technicians

What you'll get in return:
  • Competitive salary and rewards
  • Career development and progression directly linked to your performance
  • Free gym membership at PureGym
  • All expenses paid company events in sought after venues
  • Birthday gifts and time off to celebrate
  • On-site barber and beautician
  • Exciting social scene and lively atmosphere
  • Creative, spacious offices with breakout areas and bar
  • Dry cleaning and tailoring service
  • Fundraising initiatives for our registered charity - the PHMG Foundation
  • Cycle to work scheme
  • Smart pension scheme following a three-month probationary period

About PHMG:

Established in 1998, PHMG has grown from a renowned Manchester-based business to the world's leading audio branding agency - working with 36,000 clients in 54 countries across the globe. This expansive client list includes household names of the calibre of Samsung, Audi and Adidas, as well as SMEs in every sector of the global market. We give each of them a stellar production that combines creative copy, world-class voice artistry and an exclusive Brand-Sound-Track™ - strengthening their business identity in the most memorable, emotive way.

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