Service Desk Analyst

Summary: The role of 1st / 2nd Line Support Analyst at a SaaS company in London involves ensuring the smooth operation of hardware, software, and conferencing tools. The analyst will provide technical support, manage device provisioning, and handle project rollouts while maintaining high customer service standards. Strong experience with Microsoft Windows and Office 365 is essential for success in this position.

Key Responsibilities:

• Provide 1st and 2nd line support, resolving tickets within SLAs, escalating complex issues, and ensuring a high level of customer service
• Deploy and manage hardware and mobile devices using Windows Autopilot, Microsoft Intune
• Administer user accounts, mailboxes, group policies, and licenses across M365, Azure AD, and local Active Directory
• Support VOIP setups and assist with infrastructure projects
• Maintain accurate IT asset records and ensure cost-effective, consistent procurement of hardware and software
• Create and manage technical documentation, user guides, and knowledge base content
• Monitor trends, identify recurring issues, and maintain security protocols across devices and systems
• Liaise with external vendors for support and procurement, ensuring effective service delivery

Key Skills:

• Proven experience managing devices and conferencing tools, including Zoom and Teams
• Knowledge of infrastructure, cloud, and IAAS strategies
• Strong communication skills with the ability to engage effectively at senior levels
• Proficient in Windows platforms, Active and Azure Active Directory
• Expertise in M365, Teams, SharePoint, OneDrive, and Intune Endpoint Manager
• Hands-on experience with Windows Autopilot and ITSM tools (e.g., ServiceNow, Zendesk) and automation

Salary (Rate): 250

City: London

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: IT