Service Desk Analyst

Service Desk Analyst - 1st Line - 2nd Line - Active Directory - Exchange - M365 - Banking

My client, a leader in FS, are looking for a Service Desk Analyst with experience in both 1st and 2nd line support to join their team. The ideal candidate will be responsible for providing technical assistance and support related to computer systems, hardware, and software. This role will involve resolving issues, answering queries, and providing technical assistance to our internal staff. The successful candidate will possess strong communication skills, a customer-focused attitude, and proficiency in Active Directory, Office 365, Microsoft Exchange, and other relevant technologies.

Key Responsibilities:

1. Provide 1st and 2nd line technical support to internal users via phone, email, and in-person.
2. Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity.
3. Escalate complex technical issues to appropriate teams or third-party vendors for resolution.
4. Perform user account management tasks using Active Directory, including user provisioning, password resets, and group membership management.
5. Support and troubleshoot Office 365 applications, including Outlook, Word, Excel, and Teams.
6. Manage and troubleshoot issues related to Microsoft Exchange email accounts.
7. Document all support interactions and resolutions accurately in the ticketing system.
8. Assist in the development and maintenance of technical documentation and knowledge base articles.