Desktop Support Analyst

Monarch IT have a fantastic opportunity to work with a large government organisation on an initial 5 month contract. As a desktop support analyst (network analyst)  you be expected to work in the central London office as well working remotely. You will need to have SC clearance to be suitable for this role.

You will be contracted to be part of the IT Service Desk within the Operations Team offering 1st and 2nd line support, you will work closely with the IT Service Desk Team Leader and other Service Desk Analysts.

 

Key responsibilities are as follows:

• Providing call answering support on a rotation basis.
• Proactive management of your own call queue ensuring calls are answered within SLA target times
• Identifying, managing and owning Incidents with the support of the IT Service Desk Team Leader and Head of IT Service Desk
• Spot patterns in incoming calls that could indicate problems or incidents that should be escalated via IT Service desk Team Leader
• Report customer escalations to Service Desk Management Team
• Service desk hours 8am to 6pm you will be expected to cover some of this shift, either 8-4, 9-5 or 10-6
• Provide TechBar 1-2-1 1st line support to users in the office
• Provide adhoc administrative support to the hardware repairs, tracking requests and ensuring repairs are undertaken.
• Provide VCT support to users remotely and hands on within meeting rooms

• Windows 10
• Office 365 suite including Teams and One Note
• Office 365 Admin – new users accounts, password resets etc
• VPN/Remote working support
• Android/ IOS
• Intune Company Portal
• Video conferencing endpoint device knowledge useful Polycom/Cisco