IT Service Desk Analyst

Reporting to the IT Service Delivery Manager. Core objective is to provide first and second line support to staff within the agency; assisting them with hardware and software problems via phone, email, remotely and in person, with a focus on service restoration and communicating with the customer on progress.,

• Manage and support Office 365 and Google Suite accounts.
• Ensure data security and backup for the company's information.
• Evaluate systems to support business growth and scalability.
• Provide support for laptops, printers, and mobile devices.
• Maintain a high level of customer service and adhere to service management principles.
• Take ownership of user issues and provide proactive solutions.
• Secure networks and advise users on best practices.
• Oversee hardware across the organization.
3 shift patterns working between the hours of 07:30am - 06:30pm Monday - Friday. Hybrid working - Minimum 3 days in the office
• 8:00am - 4:30pm (room checks)
• 8:30am - 5:00pm (early shift)
• 9:30am - 06:00pm (late shift)
• Occasional overtime may be available to meet the demands of the business.
  
  As part of our continued improvement plan for Information Services we are seeking an enthusiastic IT Service Desk Analyst with great technical and customer service skills to be part of our Service Delivery team and support our members of staff and wider user community across the M&C Saatchi network.
We are focused on providing the best customer service for our users. Working as part of this highly motivated team you will help ensure the delivery of high-quality services in line with SLAs and best practice. As an IT Service Desk Analyst, you will be working in an ITIL aligned environment providing a range of support to desktops, laptops, mobiles, tables and printers and a range of hardware and software applications. This role is an opportunity for you to grow and develop your experience in 1st and 2nd line support within a large environment across both Mac and Windows technologies.,
• Effective customer service skills: Providing exceptional customer service by resolving technical issues, answering inquiries, and demonstrating a helpful and professional attitude towards all users.
• Strong problem-solving abilities: Analysing and troubleshooting technical problems, identifying root causes, and implementing appropriate solutions in a timely manner.
• Excellent communication skills: Expressing technical concepts clearly and concisely to users with varying levels of technical understanding, both verbally and in written form.
• Adaptability and flexibility: Adapting to changing priorities, handling multiple tasks simultaneously, and quickly adjusting to new technologies and processes.
• Technical proficiency: Demonstrating a solid understanding of IT systems, hardware, software, and networks, as well as the ability to provide basic technical support and guidance to end-users.
• Attention to detail: Maintaining accurate records, documenting support activities, and following established procedures diligently to ensure accurate and efficient incident and request management.
• Teamwork and collaboration: Collaborating effectively with teammates, sharing knowledge and information, and actively participating in team.
• Willing to work weekends and out of hours/unsociable hours on occasion.
  
  M&C Saatchi Group is a creative company that connects specialist expertise, fuelled by data, technology, and culture, to help clients navigate, create, and lead meaningful change. The Group operates across five core divisions: Connected Creativity; Passion Marketing; Global & Social Issues; Brand, Experience & Innovation; and Performance Media. Headquartered in London, operations span 23 countries with major hubs in the UK, Europe, US, Middle East & Africa, Asia and Australia. M&C Saatchi Group's two principles, Diversity of Thought and Brutal Simplicity of Thought, guide how they build teams and solve problems.
M&C Saatchi Group is an Equal Opportunity Employer which does not discriminate, celebrates diversity and bases all hiring and promotion decisions solely on talent and capability, without regard for any personal characteristics. All employee information is kept confidential according to General Data Protection Regulation (GDPR).