Service Desk Analyst
Panoptics Global approach IT support in a different way and our selection criteria when it comes to recruitment is a prime example how we do things differently.
Employing staff who are committed to delivering excellent service, who genuinely care about their own development and are passionate about the job is one of the founding principles of the company.
We don’t do traditional 1st line “log and flog”; our customers expect more and they deserve better.
When our customers approach us on site, contact the helpdesk or simply send in an email, they should be responded to by support representatives that are courteous, have an intrinsic knowledge of their environment and their contracted support agreement and have a ‘can do’ attitude.
The ability to resolve issues on the fly, being able to think on your own two feet coupled with deploying creative, innovative solutions to problems are all qualities that are expected from Panoptics Global employees.
It is the people that make the company and as such, the company is committed to investing in people to ensure that we all succeed in everything that we do.
The Service Desk Analyst is the first point of contact for the majority of our customers and therefore customer service skills in addition to technical ability are critical to the success of the role.
All Panoptics Staff, regardless of job function, are expected to develop and maintain long lasting and fruitful working relationships with both internal colleagues and customers alike. The ability to interact effectively at all levels from junior to executive is paramount.
The following customer service skills are a mandatory requirement for the position of Service Desk Analyst:
- Professional and courteous telephone manner;
- When onsite be professional and polite;
- Ownership of a support call from first contact to resolution;
- Service desk call logging and reporting;
- Diligent approach to call management;
- Be as comprehensive in communication as possible.
The Panoptics support model is based on the ITIL framework and as such all staff should have an understanding ITIL Foundation as a minimum.
Due to the varied nature of the technologies deployed both internally and at customers sites, it is impossible to accurately document a complete list of technologies that the role of Service Desk Analyst will be exposed to.
Experience and proficiency in the majority of the following technologies are however a requirement for this role:
Active Directory Administration
- Group policy troubleshooting
- Security group administration and troubleshooting
- User creation, modification and deletion in accordance with joiner / leaver processes
- Basic DNS troubleshooting
- Exchange 2007/2010/2013 mailbox administration including but not limited to moves, changes, creation, removal
- Spam filtering administration with particular emphasis on the Mimecast Cloud platform
- End user client management (Outlook, OWA, Mobile devices)
- Ability to troubleshoot fundamental network components such as physical cabling, patch management, DHCP, DNS and end user configuration.
- Installation of networking equipment at end user sites and data centres
- Basic administration of Windows Servers both physical and virtual inclusive of Server 2003/2008/2012
- Monitoring of alerts emanating from Solarwinds / Zabbix. Interpretation, management, diagnosis and where appropriate escalation
End User Devices
- Advanced knowledge of the Windows client operating system family with particular focus on Windows 7 and Windows 10
- Intermediate knowledge of Mac OS X and associated releases
- Intermediate knowledge of all Microsoft Office suites including intermediate knowledge of Office 365
- Printing diagnostics and fault resolution
- Physical device installation such as work stations, monitors, laptops
- Operating system deployment using technologies such as WDS, SCCM
- Familiar with application roll outs, updates, patching
- Antivirus software including, but not limited to, Sophos, McAfee, AVG
- Remote support software including but not limited to VNC, LogMeIn, GoToAssist
The IT industry along with technology is constantly evolving and as a result, ongoing training and mentoring forms a key part of the role as Service Desk Analyst.
Training can and will be provided in many forms such as “on the job” and formal class based learning.
Travel to both national and international customer sites may be required on an ad-hoc basis.
Competitive (dependant on experience). Please enquire for further details
All applications should be sent to Jenny Mason-Jarvis – email@example.com
Note: No agencies please