6 days ago

Desktop Support Analyst

Reading 150 - 170 Contract

Job Reference: BBBH43021_1663935714

I am looking for a Desktop Support Analyst to provide Identity Access Management System support on behalf of an IT Managed Services organisation, within the IAM Team.

Location: Reading

IR35 Status: Inside

The Role:

  • Scope/log/process customer tickets following known and agreed processes. Carry out fault diagnosis, call vetting and advanced technical support to provide ticket resolution.
  • Verify the correct priority and SLA to ensure accuracy.
  • Utilise and update available Knowledge Bases to maximise the speed of resolution and improve customer satisfaction.
  • Where a ticket cannot be resolved at 2nd line, ensure that it is assigned to the correct resolution group.
  • Pro-actively monitor, review and chase outstanding tickets to ensure that they are responded to promptly, following defined operating procedures and within agreed SLA's.
  • Provide additional technical support and guidance as required for tickets that need in-depth investigation.
  • Proactively carry out call management in a priority order, aiming to reduce tickets that are in jeopardy of breaching contractual obligations as well as managing customer expectations to reduce escalations in line with operating procedures where required.
  • Maintain a high level of customer service always to provide an excellent customer experience.


Skills/Experience required:

  • Strong Identity and Access Management experience is absolutely essential.
  • Strong commercial experience with Microsoft Identity Management tools and MS Azure AD/Office365 integration
  • Experience of data manipulation/sorting.
  • A good general understanding of Identity & Access Management concepts.
  • Hands-on skills with the following technologies:
      1. Active Directory
      2. Password resets
      3. Microsoft Azure MFA
      4. Microsoft Azure Self Service
  • At least 3 years' experience in a technical support/resolution role, preferably as a Technical Service Desk Analyst or Desktop / 2nd Line Engineer.
  • CompTIA A+ and/or MCP accreditation or equivalent job experience.
  • CompTIA N+ and / or Server+ accreditation or equivalent job experience.
  • MSC certification or equivalent job experience.
  • Advanced knowledge of remote support tool-sets will be beneficial.
  • Expert knowledge of call management systems, preferably ServiceNow.
  • Excellent verbal and written communication skills, inter-personal skills.

Please apply online with your CV.

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