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Service Desk Analyst

Motherwell - driving licence required due to our location

Full Time, Permanent

Salary circa £25,000pa (depending on experience)

Do you have experience of technical troubleshooting within a fast-paced professional environment?

The Digital team have an exciting opportunity to join them as a Service Desk Analyst. Within this role you will be responsible for providing a range of remote and deskside support to all users; resolving both software and hardware related issues and managing the hardware deployment and returns.

This is a varied role where you will have a range of responsibilities including:

To build and deploy mobile phones to staff members and ensure compliance within our Mobile Device Management platform.

To maintain our Mobile Phone number register
To troubleshoot and remediate Mobile phone issues reported to the Service Desk
Liaise with line managers and administrators to arrange for delivery and returns of all ICT assets, updating the ICT Asset Management tool and ticket system accordingly.
To deploy apps to Android and Windows devices via the Intune deployment tool
When required, to triage all submissions to the Service Desk tool and assign to correct resolver group including notifying suppliers.
To respond to and resolve requests submitted to the Service Desk.
To build and configure laptops for staff members ensuring appropriate business software and security software and patches are installed before issue; maintain ICT’s Asset Management tools.
To troubleshoot and remediate hardware faults with laptops engaging with Support partners if required.
Proactive management of the asset register for warranty and location purposes.
To monitor and maintain Sophos security console ensuring all vulnerabilities are checked and resolved.
To set up new user accounts across multiple systems including M365 and EntraID.
To able to create and amend dynamic groups in Azure
Understanding of Exchange Admin Centre including Mailboxes, Resources and delegation permissions
To work with the preferred ICT supplier to troubleshoot printer and network issues.
To support and troubleshoot Voice requests using BT Cloudworks
To troubleshoot local site network issues and travel to site where necessary to support local site issues
To undertake other duties as determined by the developing nature of the organisation and the Service Desk Team Leader and the Director of Technology and Change.

The ideal candidate will have experience of mobile deployment including Android technologies, knowledge of Microsoft Suite and experience of Azure, Intune, Entra ID and Exchange Admin.

A full list of role responsibilities and required experience and skills can be found in the attached Job Description.

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