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 1st/2nd 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