Summary: The IT Service Desk Analyst role involves providing comprehensive IT support primarily for UK offices and remote workers within a global payments organization. The analyst will assist users with varying skill levels on both Windows and Mac devices, utilizing tools like Jira and Ivanti Neurons. Responsibilities include managing support requests, troubleshooting software and hardware issues, and ensuring effective communication with users. This position is on-site and operates on a 12-month contract basis.

Key Responsibilities:

• Responding promptly to IT support requests raised using Jira Cloud Service Desk, in person or through Slack shared channels
• Providing support to End Users on Windows10 and MacOS in person or using remote access tooling such as Ivanti Neurons Support tools
• Providing support on common SaaS and OnPrem services such as Office 365, Slack and Atlassian
• Supporting meeting Audio / Video equipment in Teams enabled meeting rooms, with Logitech and Polycom hardware
• Supporting remote offices and home-based users, including provisioning laptops and supporting access through the VPN
• Raise support tickets with third parties for laptop repairs
• Managing access requests for access to on Prem systems
• Applying basic ITIL concepts to ticket management and provide clear, user-orientated updates

Key Skills:

• Experience with IT support in a corporate environment
• Proficiency in Windows 10 and MacOS
• Familiarity with SaaS applications such as Office 365 and Slack
• Knowledge of ticket management systems, specifically Jira Cloud Service Desk
• Ability to troubleshoot hardware and software issues
• Experience with remote access tools, such as Ivanti Neurons
• Understanding of basic ITIL concepts
• Strong communication skills for user support

Salary (Rate): undetermined

City: Cambridge

Country: United Kingdom

Working Arrangements: on-site

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT