1st Line Service Desk Analyst

Job description:

Role: 1st Line Service Desk Analyst

Location: Chorley

Reporting to: Service Desk Team Leader

Job Description:

We are looking for a 1st Line Service Desk Analyst to join our team and commitment to providing excellent IT Support across TVS Supply Chain Solutions. As a st Line Service Desk Analyst at TVS Supply Chain Solutions you will provide 1st line level support for our internal Customers and Colleagues across IT Hardware, Software and supporting our IT Infrastructure team with maintaining a secure and high availability platforms, servers and networks. This is achieved through monitoring, maintaining, supporting, optimising and improving our support and environments.

Main Duties & Responsibilities:

You will be working as part of the Central Service Desk team in Chorley providing support onsite, via telephone, email, Service Desk Platform and supporting our Local Service Desk teams across our TVS sites in the UK. Support ranges from Hardware support, software support, IT Request fulfilment, onboarding and offboarding and getting involved with key IT Projects supporting our Infrastructure team & Development teams.

The 1st Line Service Desk Analyst will apply proven analytical and problem-solving skills to identify, communicate and resolve issues. Triaging incidents and requests, managing expectations, ability to work alone and as a team with a can-do, proactive approach are essential.

· Always provide excellent customer service

· Ensure high levels of performance, availability and security throughout the IT Infrastructure and IT Applications

· Monitor, investigate, diagnose and resolve problems with key IT Systems to ensure systems work efficiently

· Provide timely and appropriate escalations to 2nd Line when required

· Undertake IT Projects to improve and upgrade IT Systems

· Create and Communicate IT Work instructions across the IT Service Desk team

· Own and Manage faults reported to third party suppliers, maintaining communication updates throughout

· Assist with the procurement, build/configuration of PC’s, laptops and all other IT equipment

· Independently analyse, solve and correct issues in real-time, providing problem resolution end-to-end.

· Promote IT Best Practice and increase knowledge or core IT Systems in the user community

· Provide remote and onsite assistance

· Work with other resolving teams such as Infrastructure, Application Support, DevOps and Development to identify and resolve faults across the IT Estate

Knowledge, Skills, Qualifications and Experience:

· Previous experience in a 1st Line Service Desk / IT Support role

· Highly driven and determined individual with excellent communication skills both written and verbal

· Strong organizational skills with the ability to manage high workload with different levels of priority

· Can do attitude and ownership of work from start to finish

· Communication skills facilitating cross departmental tickets and project management

· Strong problem-solving skills

· Demonstratable and proven ability to work on own initiative with good organisational skills and self-drive

· Exceptional customer service skills, with natural aptitude to consider impact to the customer

· Experience in both software and hardware firewalls

· Microsoft Entra including Azure AD and Group Permissions

· Administrating and troubleshoot Microsoft Exchange issues

· Office 365 experience and SharePoint – administration and training

· Windows 10 and 11 Desktop Support

· Windows Server Support (2012 and onwards)

· Understanding of Cyber Security principles and monitoring/resolving related incidents

· Android and Apple phone support

· Microsoft Intune administrating and troubleshooting

· Full UK Drivers Licence as sometimes site visits will be required

· Windows 10 and or 11 Desktop Support certifications

· Windows Server Support certifications

In return for your hard work, we offer excellent career progression opportunities and a professional environment where you can acquire, use, and continue developing your skills.

Your package will include:

· Competitive Salary and pension scheme with life assurance

· 25 Days Holiday (plus 8 statutory Bank Holidays)

· Holiday buy-back scheme (5 additional days available)

· Employee Assistance Programme supporting wellness with immediate access to:

1. GP consultation and second opinions
   
   
2. Mental health support
   
   
3. Financial and Legal support
   
   
4. Wellbeing and healthy living support
   
   · Employee referral scheme with financial reward
   
   · Cycle to work scheme
   
   · Professional Membership and Study Sponsorship
   
   · Pass scheme (£100 to undertake training of your choice)
   
   At TVS SCS we encourage and support our employees to realise their potential. They are empowered to take initiative and achieve high impact results that really make a difference to our business and our customers.
   
   If you require any adjustments to allow you take a full and active part in the selection process, please notify us as part of your application. Please note TVS Supply Chain Solutions is an Equal Opportunities Employer.
   
   TVS have signed the Armed Forces covenant and are a forces friendly employer