IT Service Desk Analyst

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The Competition and Markets Authority (CMA) is going through an exciting phase of growth, and we now seek an enthusiastic and customer focussed IT professional to join the growing Service Desk team and play a key role providing support to IT users across the organisation at our new office location in Canary Wharf.

As a Service Desk Analyst, you will be responsible for providing a high degree of IT related customer service for all support queries, taking ownership of user problems and being proactive when dealing with user issues in line with business policies and processes. Your responsibilities will include:

Providing IT (laptops and home users) and telephony (Skype for Business, Apple and Android mobile phone) support

Responding to enquiries and service requests to resolve any hardware or software incidents, problems, including face-to-face support and support via Remote access

Ensuring all queries to the ServiceDesk are responded to and logged on the call logging system or assigned to the appropriate resolver group

Assisting with 1^st and 2nd line support for the Office 365 applications and other end user products, such as Adobe and Outlook Exchange.

Assisting in running checks and providing daily IT checklist reports relating to system applications, AV equipment and IT infrastructure

The role involves a high level of interaction and collaboration with different teams, 3rd party suppliers and business users and you will need good communication skills, with experience of collaboration and providing excellent customer engagement.

You will also need well-developed IT skills with proven knowledge of Microsoft Office with a focus on Office 365 and Skype for Business, with significant knowledge and/or experience of the provisioning of end user devices such as laptops, tablets and mobile phones.

If you have a proven interest in IT support services and the willingness to develop new skills within this function we would be delighted to hear from you.

The CMA is a hugely rewarding, diverse and stimulating place to work - an opportunity to work for the public good and to stretch and develop yourself in doing so. All CMA staff enjoy generous benefits, including an excellent pension scheme, at least 25 days leave (increasing to 30 over five years), and generous maternity/ paternity leave provision. You can also take advantage of interest-free season ticket loans, a cycle to work scheme and favourable consideration of flexible working.

To find out more about this opportunity and about working for the CMA, please click on the APPLY button.

Closing date: 20th November 2019.

The CMA is an accredited Disability Confident Employer and are Stonewall Diversity Champions. As an equal opportunities employer, we welcome suitably qualified applicants from all backgrounds and recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.