2nd line Desktop Engineer

IntaPeople are working with a Swansea based tech company to expand the Infrastructure team with a Service Desk Analyst. Ideally, you will have an ITIL qualification, but we’re interested in speaking with 1^st/2^nd line support technicians with an understanding of ITIL best practices

About you

• You’ll be a self-starter, proactive, inquisitive and driven.
• You will be an excellent communicator with the ability to communicate complex IT issues to non-technical staff and management
• Customer Service is an integral part of the role so you’ll have strong communication and people skills

About the role:

• Responsibilities include call logging, analysis, diagnosis and resolution of Incidents. Provision of Service Requests, Changes and IT Security functions throughout a range of Technology Service matters, including standard business and bespoke applications.
• You will ensure all work undertaken is managed within the designated Call logging system (Ivanti) in accordance with the agreed customer service levels and working toward ITIL and ISO27001 compliance.
• The role involves general maintenance support tasks including Antivirus compliance, Security patching, Image build & update and various IT Security functions including user & security group Active Directory administration as well as administration of a Windows and Thin Client estate

The experience required

• PC’s, Printers, Networking, Microsoft, Citrix, Active Directory, Sophos Antivirus and DLP.
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 with Office 2016/365 exposure
• Previous experience working within an end user Service Desk or call centre setting within an IT support or application support environment.
• User & Security Group Active Directory administration experience
• Experience managing major incidents including business expectations and communications.
• Experience with Ivanti ISM and EPM is desirable

About the benefits:

• 25 days holiday, plus 8 public holidays
• Company pension scheme
• Annual pay reviews
• 12% Bonus
• Free on-site parking
• Development opportunities and additional training