Job Description

Job Title: Service Desk Analyst
Salary: £25,000
Location: Swindon (Hybrid) 2/3 days per week on-site

About the role
This role presents an exciting opportunity for an enthusiastic individual with a keen eye for detail and a passion for delivering exceptional service. The primary responsibilities involve managing user access for internal staff and external firms, including the creation, modification, and removal of system accounts and software licenses.

The successful candidate will work closely with internal teams and advisers to resolve access-related queries and ensure smooth user onboarding and offboarding processes. Additionally, the role includes responsibilities around software asset management, ensuring licenses are assigned, managed, and removed efficiently.

Key Responsibilities:

Following established procedures to manage access for new starters, leavers, and role changes
Overseeing the leavers' process, ensuring timely return of IT equipment
Conducting onboarding calls for new starters, assisting them with system access and resolving queries
Managing access-related tickets, ensuring they are updated, tracked, and escalated when necessary
Handling the allocation and removal of system licenses, maintaining an accurate record of activities
Supporting the IT service desk by managing overflow calls during peak times
Diagnosing and resolving access-related issues, ensuring accurate logging and appropriate escalation
Conducting access audits and re-verifications for critical systems
Contacting users who no longer require software licenses to recover them for reallocation
Maintaining up-to-date access documentation for audit and compliance purpose

Required Qualifications & Experience:

Experience handling customer calls and managing challenging situations
ITIL V3 or V4 certification is advantageous
Knowledge of Active Directory and user administration within Microsoft 365 and Dynamics 365
Familiarity with data protection regulations and industry standards such as FCA guidelines
Strong understanding of access management processes, including starters, leavers, and role-based access control

Technical Expertise:

Microsoft Dynamics user administration
Active Directory management
M365 licensing and administration

Key Skills & Competencies:

Excellent organisational and communication skills
Professional attitude with the ability to lead by example
Ability to multi-task and adapt to a fast-paced, agile work environment
Strong analytical and problem-solving abilities with keen attention to detail
Ownership of tasks and a proactive approach to issue resolution
Strong written and verbal customer service skills

What's on Offer:

Bonus scheme: 7.5% on target
Pension scheme: employer matches up to 5% contributions and adds an additional 5%
Critical illness cover, income protection, and death in service
25 days of holiday plus bank holidays, with the option to purchase up to 10 additional days
A flexible benefits package including private medical and dental insurance, among others

This role offers the chance to join a dynamic and growing business that values individual contributions and is committed to professional development. The organisation fosters an inclusive and supportive work culture where employees can thrive both personally and professionally.

GBV Ltd jobs

Service Desk Analyst

Service Desk Manager