AMC Global Media - UK
IT Service Desk Analyst
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Job Purpose
Providing technical support for the company’s IT systems and end user support. Manage Active Directory environments and Office 365 to provide support to the end users in UK and NL. Responsible for logging tickets, responding and resolving end user issues, deploying new equipment and carrying out other related Service desk duties. Hybrid working arrangement requiring 3 days in the office in Central London - Goodge Street (Tuesday to Thursday).
Key Roles & Responsibilities
- Providing support and assistance regarding various IT systems for the users – primarily focusing on corporate office IT Systems.
- Hardware maintenance and replacement in case of failures or upgrades. Software installations and maintenance (e.g. version upgrades, etc.) necessary for the company’s operations and work processes. Investigating system anomalies reported by users: debugging, testing and performing repairs.
- Other administrative and documentation tasks related to the IT systems (inventory, change management, administrative tasks related to procurement processes)
- Provide support and mentoring for the IT Helpdesk team in the UK and CNE.
- Delivering end user IT customer services to high quality, agreed service levels.
- Provide additional support to USA for all international project work impacting UK & CNE sites.
- Ensure all monthly patches are deployed successfully via SCCM and troubleshoot any that fail.
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Key Competencies Required
- Excellent customer service focus.
- Strong attention to detail and deadline delivery.
- Strong collaboration skills.
- Strong organization skills.
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Job Functional Knowledge
- Extensive experience working in an IT service desk role- 2/3 years experience
- In-depth knowledge of ITIL based tools and methodologies and excellent customer service focus.
- In-depth knowledge of core infrastructure services such as Active Directory and Office 365.
- Extensive experience of Microsoft desktop technologies – including Windows, Office 365 and Active Directory
- Experience of working with MAC desktop technologies (not required, but desirable)
- Knowledge of management tools such as Windows Update Server and JAMF.
- In-depth understanding of IT function and its processes
- Basic knowledge of the IT market and suppliers
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