IT Service Desk Analyst (initial 3 month contract)

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2nd line IT support engineer

Please note this role is an intial 3 month contract

The role:

IT support to our end-users across the K3 Capital Group of companies.

infrastructure team.

support other members of the team, sharing knowledge and expertise to enable them to develop

Key responsibilities:

1. 2nd Line IT Support:

• Provide desk side and remote 2nd line support to end-users, resolving technical issues and escalations issues effectively.
• Provide 2nd line support for Microsoft 365, Azure & Windows Active directory for on premise and cloud technologies.
• Ensure a seamless and positive experience for clients.

1. Proactive Issue Resolution:

• Identify and resolve issues proactively to minimize downtime.
• Maintain high standards of customer service.

1. Microsoft Modern Workplace & Cloud Technologies:

• Utilize Intune, Autopilot, M365 and Azure to manage and support end-user environments.
• Strong knowledge of Office 365, Microsoft Teams, Exchange, Intune, and Azure.
• Implement and maintain Microsoft Modern Workplace solutions.

1. Technical Expertise:

• Demonstrate excellent knowledge of Microsoft Operating Systems and networking principles.
• Proficiency in PC support, email technologies, VoIP telephony, backup solutions, firewalls, switching and routers.

1. Customer Service Skills:

• Exhibit excellent technical and customer service skills.
• Communicate effectively with end-users and team members.
• Manage time efficiently and build strong relationships with users.
• Able to communicate with and manage VIPs support requests.

1. Documentation:

• Produce high-quality documentation for IT processes and procedures.
• Maintain accurate records of support activities.

1. Coaching and Mentoring:

• Provide guidance and coaching to junior team members.
• Share knowledge and best practices to enhance team performance.

Certifications desired:

• Microsoft 365 administrator certification or other relevant Microsoft certifications are desired.
• ITIL Foundation certification (preferred)
• Full UK driving licence

Experience required:

• Proven experience with at least 2 years in a similar role providing 2nd line IT support.
• Strong knowledge of Microsoft Modern Workplace & Cloud technologies.
• Excellent communication and customer service skills.
• Ability to produce high-quality documentation.
• Experience in coaching and mentoring junior team members.

Benefits:

• Competitive salary
• Life Assurance
• Health cash plan which includes Wellness & EAP
• Group Pension
• Referral incentive
• Professional development & study support
• Exclusive staff discounts

Please note this role is expected to be 5 days per week on site in our Bolton office.