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This is a London based role (nr Oxford St) and would suit a current Service Desk person with skills around Azure AD, Intune, Office 365 with really good service desk approach. If you have commercial Power Platform experience (Power Automate, Power BI, Apps etc) that is great however also interested in people who are self studying and can show how this can be brought to a commercial environment.
The Digital Service Desk Specialist is a front-line tech focused role, poised at the intersection of traditional service desk operations and the future's promise of AI and automation. You will be leading by example but not in team leader role.
Salary is to £40k, Bonus, Pension and lots of other benefits. Great offices, Hybrid 3 days office and 2 home.
Key Responsibilities
- Serve as the front-line support for users, addressing issues that cannot be resolved through automation or self-service tools
- Engage with users to understand the intricacies of their concerns, applying a personal touch to ensure user comfort and clarity
- Liaise with multiple teams to facilitate resolutions, coordinating various resources and individuals as necessary
- Proactively identify opportunities for automation to minimise repetitive tasks and enhance productivity across the firm
- Implement AI-driven tools in troubleshooting, balancing the strengths of both automation and human expertise
- Continuously analyse and provide feedback on AI workflows, ensuring they are tailored to handle real-world complexities
- Document, prioritise, and track incidents and requests in the service desk system, emphasising the diagnostic steps and coordination efforts taken
- Contribute to the creation and upkeep of knowledge articles, especially focusing on areas where automation enhancements or personal touches are highlighted
- Take personal responsibility to stay updated on technological advancements, understanding where human intervention remains essential
What skills and experience are we looking for?
- 2-3 years of experience in a senior service desk or technical support role, with a focus on problem-solving and coordination, within an increasingly automated environment
- Strong problem-solving skills with an emphasis on issues that transcend automation
- Strong experience with Microsoft end user computing technologies, including:
- Windows 10/11, Office 365, printing, local area networking
- Intune application packaging and build deployments including OOBE
- Azure AD (eg account provisioning/de-provisioning, permissions management)
- Service Desk ticketing systems, including workflow configurations and other modules (eg CMDB)
Nice to have
- Bachelor's degree in Information Technology, Computer Science, or a related field
- Industry certifications such as CompTIA (eg A+, Network+) and Microsoft (eg Azure, M365)
- Proficiency with Generative AI (eg ChatGPT) to solve problems, learn, boost productivity etc
- Proficiency with the Microsoft Power Platform (eg Power Automate, Power BI, Power Apps)
