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Job: Service Desk Analyst

Department: TVS IFMIT

Location: Minworth and remote

Reporting to: Service Desk Manager

Hours of work: Monday to Friday, 9.00am to 6pm, one hour for lunch

Contract type: Permanent

Job Description:

The Infrastructure Support Team is the first point of call for all users and is responsible for the speedy resolution of infrastructure issues. A technical role requiring proven support experience with Windows Servers, Azure Active Directory, Microsoft O365, desktop, and MS Office applications. This is a predominantly hands-on, site based role involving support incidents and desktop troubleshooting. The role demands a strong technical and customer focused approach with good project management and communication skills and attention to detail.

Main Duties & Responsibilities:

· Provide excellent customer service when dealing with colleague queries that can relate to all aspects of day-to-day technical support of deployed hardware and software.

· Address all reported incidents via the organisation’s Helpdesk.

· Monitor, investigate, diagnose and resolve problems with key IT Systems to ensure systems work efficiently.

· Deliver 1st and 2nd line support to internal staff throughout the UK & Europe.

· Create and maintain user accounts in Active Directory and MS O365, through domain based functions and Active Directory.

· Work with Routers, DSL, firewalls and VPNs plus associated networks: IP, LAN/WAN, DHCP, DNS

· Support Windows 11, Windows Servers and O365 environments.

· Own and Manage faults reported to third party suppliers, maintaining communication updates throughout.

Required Knowledge, Skills, Qualifications, and Experience:

· A proactive and adaptable mindset, with the ability to work under pressure and to strict deadlines, happy to embrace new challenges and technologies.

· A strong understanding of technical issues and fault diagnosis.

· Strong expertise/knowledge in repairing workstations and printers, network and PC operating systems.

· Skilled in hardware performance monitoring and analysis.

· Excellent collaboration, communication, and interpersonal skills.

· Strong focus on customer service ethics and sense of urgency.

· Excellent analytical and problem-solving skills, willingness to learn.

· Ensure adherence to procedures and related documentation.

· Maintain and administer the IT asset register.

· Willing to work outside of standard working hours when required.

· Ability to identify and resolve reoccurring desktop and printer issues.

· Comfortable working with Routers, DSL, firewalls and VPNs - Understanding of networking concepts: IP, LAN/WAN, DHCP, DNS.

· Planning skills to meet demanding deadlines and expectations.

· Customer orientated work ethic to deliver increased satisfaction

· Attention to detail and empathy towards excellent customer service

· Travel to TVSSCS sites occasionally required

Desirable Skills

· Advance Knowledge of Windows 11, Windows Servers and O365.

· Extensive hardware and software computer skills including MS Office.

· Previous experience implementing, configuring, administering and supporting AD, Access Points, handheld scanners and label printers, Azure technologies such as EMS, In-Tune and MS O365 environment.

· Degree in Computing or equivalent, CompTIA A+ and MCP or MSCA certifications

· Willing to participate in an on-call rota to provide emergency and OOH cover

Security Clearance Requirement

Candidates must be eligible to undergo Baseline Personnel Security Standard (BPSS) clearance. This process includes verification of identity, right to work in the UK, employment history, and a basic criminal records check for unspent convictions. Please note that candidates must have resided in the UK for 3 years to meet BPSS eligibility requirements.

In return for your hard work, we offer excellent career progression opportunities and a professional environment where you can acquire, use, and continue developing your skills.

Your package will include:

· Company pension scheme

· Company sick pay

· 25 days annual leave (plus 8 bank holidays)

· Holiday buy-back scheme (5 additional days available)

· Salary sacrifice car scheme - A cost-effective way to purchase a new car via salary sacrifice (subject to meeting minimum earnings eligibility criteria).

· Long Service Award scheme

· Reward & Recognition scheme

· Death in service benefit

· Access to over 100 online courses to support your continuous and professional development

· Employee benefits platform, offering:

o Discounts and offers for a range of recognisable brands and outlets

o Employee Assistance Service

o Advice and life coach portal with tips on mindfulness and meditation

· Free onsite parking

At TVS SCS we encourage and support our employees to realise their potential. They are empowered to take initiative and achieve high impact results that really make a difference to our business and our customers.

If you require any adjustments to allow you take a full and active part in the selection process, please notify us as part of your application. Please note TVS Supply Chain Solutions is an Equal Opportunities Employer.

TVS have signed the Armed Forces covenant and are a forces friendly employer.

Job Types: Full-time, Permanent

Pay: Up to £27,000.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Casual dress
• Company pension
• Cycle to work scheme
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Free parking
• Life insurance
• On-site parking
• Paid volunteer time
• Referral programme
• Sick pay
• Work from home

Work Location: Hybrid remote in Birmingham B35 6LJ