I have an immediate requirement for a Service Desk Analyst for my client based in Swindon.

Key Accountabilities:

• Following documented processes to allocate access for starters, leavers, movers.
• To manage the leavers process to ensure that all IT equipment Is returned.
• To conduct a new starters welcome calls supporting them to log on to the system and answer queries.
• To follow the ticket best practice guide making sure tickets and requestors are regularly updated.
• Responsible for all types of access Including allocation and removal of licences
• Act as an overflow to help support the IT Service desk answering incoming calls during the lunch time period and seasonal peak times.
• Diagnose and resolve access related problems accurately making sure they are logged correctly and either closed or escalated appropriately
• To carry out access audits and re-verification of access for critical systems.
• Contacting people who have not used software to see If licence can be removed.
• Maintain Access documentation and ensure it is kept up to date.

Qualifications/Experience/Knowledge:

• Experience in call handling and dealing with difficult and demanding situations
• ITIL V3 or V4 an advantage
• Knowledge and Experience of Active Directory
• Knowledge of 0365 Admin Centres and User Administration within Dynamics 365 advantageous.
• A good knowledge of Data Protection, and FCA regulations
• A good understanding of starters and leavers process, as well as role Based Access Controls

Technical Knowledge:

• Microsoft Dynamics User Administration
• Active Directory
• M365 licensing portal

Skills and Competencies:

• Good organisation and communication skills
• Have a bright professional attitude and lead by example work ethic.
• Have the ability to multi-task and stay organized in a agile working environment.
• Be analytical & inquisitive with excellent attention to detail.
• Ability to be able to change priorities on a day-to-day basis
• Good at problem solving - required to get underneath incidents and identity where and what has gone wrong
• Ownership of requests
• Excellent written & customer service skills

Role is paying £25k and expected to be on site 3 days per week.