Job Reference: BBBH43021
Job Duration: 3 Months
Start date: 01/10/2022
Description:
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
IR35Status: 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.
Industry: IT
Salary: £150 - £170 per day
Salary Benefits:
Vacancy Type: Contract
Job Skills: Desktop Support,IAM, Microsoft, Azure, O365,
Contact Name: Lauren Oakley
Website: -
Direct Application URL: -