3rd Line Service Desk Support - Reed : Job Details

Level 3 Service Desk required to join a well known business based in West London. 

The key deliverables of the Level 3 Service Desk Engineer are to provide technical support to end users. This can include incidents; problems; requests or change control depending on the requirements from the Business or Zone or Global Teams.

You must have excellent verbal and written communication skills andmust have analytical and technical skills and continually look to improve on this. In addition, you will need to collaborate with the entire operations team with positive communication and sharing of knowledge and information.Responsibilities / experience• Log, and Investigate tickets, where possible applying a permanent fix or an agreed workaround to restore service.• Provide Level 3 Server, Network, and Desktop Technical Support, diagnosing customer issues, and providing a high level of first-time fix.• End to end ownership of a customer ticket, identifying the underlying cause and managing the implementing of a permanent solution, escalating to the IT Manager, as necessary.• Maintain and support the infrastructure and the customer’s tickets effectively.• Action Hardware and software installations.• Create and maintain customer specific infrastructure documentation within the IT Knowledge System.• Be able to work with the following systems:

• Azure Azure AD
• Intune
• Service Now
• DHCP, DNS, Replication, AD sync, GPO
• 3rd party Line of Business application
• Microsoft Office and 365 services
• Meraki