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My client requires an experience desktop support analyst who has experience working in public sector (healthcare preferred) to join their busy service desk team support 700 -800 users based 3 days per week in their manchester office
Essential knowledge and experience
- Good understanding of the ITIL Framework
- Experience of using ITSM software (Halo highly desirable ) to for ITIL/Service support processes
- Good experience of MS Excel to analyse data and create reports on service support performance
- An expert in troubleshooting issues with applications, software and systems an applying root cause analysis techniques
- Expert in M365 Administration and configuration including SharePoint and Teams administration, Active Directory (Entra), guest access
- Expert in application technologies relevant to end user IT services including: email (Microsoft Exchange), M365, Windows O/S, Mobile Application Management, remote desktop software, telephony.
- Expert in end user application support for M365 and other Saas tools supporting collaboration such as MIRO
- Expert in Active Directory and associated services such as Active Directory Federation Services (ADFS), DHCP, DNS, Group policy, WSUS, LDAP ,Exchange online management,Office 365 support technologies including but not limited to Azure AD Connect, ADFS, Azure Active Directory, Conditional Access Policies.
- Experience of line and performance management of individuals within an IT service support function
- Experience of ITIL processes: configuration, incident, problem and change management and in ensuring these are followed effectively by team members.
- Experience of working on an IT Service support function that handles tickets from both internal employees and external service users
- Experience of managing incidents and problems including priority incidents
- Experience of working within service level agreements (SLAs) for services operated by an IT Service support function
- Experienced in communicating with both internal stakeholders and external suppliers on matters related to resolving service incidents and problems using negotiation and influencing skills to manage challenging customer expectations and pressure from more senior stakeholders.
- Experience of communicating and engaging users through channels such as the intranet and blogs about new services and initiatives.
- Experience of writing service performance reports using captured metrics within an ITSM system
- Experience of methods and approaches for effectively sharing own knowledge and expertise with the rest of the team on an ongoing basis eg training sessions, peer coaching, documentation, knowledge base articles etc
