Job Title: IT Service Desk Analyst

Department: IT Technical Team

Revision Date: 10/12/2022

Salary: £28,000

Position Overview

We are a successful software company offering direct supply, installation and support of Data Protection and Recovery solutions to large SME, Corporate and Public Sector accounts. Recent years have seen successful entry into new markets for the Games we are offer a Managed Service desk solution.  This role is for an IT Service Desk Analyst for Birmingham 2022 Commonwealth Games to join our current team of 3.

You will need to work alongside other team members in the fast-growing Team that has to support the users community for the Games. The team currently has 3 members of staff, which will become a team of 5 in 2020 and by 2021 grow to a large team. You will be part of a team providing IT services to the games and the festival. As the event progresses, you will transition into Venue Support Teams or Venue Service Desk Support at a game’s venue.

You will help to support the deployed IT solutions. All solutions are Microsoft based with M365, Azure and SaaS software solutions. You will also be required to help support and deploy the end user equipment (PC’s, peripherals and desktop printers) for a broad range of client stakeholder groups.

The successful candidates must undergo security clearance unless the candidate already has this.

Required Experience

  • Been in an engineer/desktop support role for 5+ years
  • Providing user provisioning / onboarding
  • Microsoft 365, Teams, One Drive
  • M365 – Endpoint Manager/Intune
  • Service Now
  • Document/Process/ITIL
  • Deployment (PC, tablet, peripherals, printers etc.)
  • Able to work independently for routine activities and know when to escalate
  • Able to communicate with customers, suppliers and 3rd parties
  • Can plan, schedule and monitor own work and work as part of a team
  • Fit into the team

Delivery

  • Initially central Birmingham based role, but migrates to a Birmingham based event Venue Service Desk.
  • You may be required for post event support during the dissolution phase of the contract

General Information

  • We have the following work pattern on a rota 8.30am – 5.00pm or 9:30 – 6:00pm or 9am-5:30pm though at Games time this will be on a 24hour shift pattern (8 hours out of 24).
  • 20 days holiday per year no holiday after 1/5/2022
  • Permanently assigned on-site in central Birmingham subject to Covid19 restrictions being lifted
  • Fixed contract to August 2022 though this may become a permanent role.

Job Title: IT Service Desk Analyst Level 3

Department: IT Technical Team

Revision Date: 9/3/2021

Salary:

Position Overview

We are a successful software company offering direct supply, installation and support of Data Protection and Recovery solutions to large SME, Corporate and Public Sector accounts. Recent years have seen successful entry into new markets including providing services to the Commonwealth Games where we are in Partnership with NVT Group to offer a Managed Service Desk solution.  This role is for an IT Service Desk Analyst Level 3 for Birmingham 2022 Commonwealth Games to join our current team of 4.

You will need to work alongside other team members in the fast-growing team that has to support the user community for the Games. The current team of 4 will become a team of 5 in 2021 and by 2022 grow to a large team of 70+. You will be part of a team providing IT services to the games and the festival. Your role will be to take escalations from level 2 and solve issues and problems and escalate to the relevant personnel or external providers if you cannot solve the problem. As the event progresses, you may transition into Venue Support Teams or Venue Service Desk Support at a games venue or be based at HQ.

You will help to support the deployed IT solutions specifically being the M365 go-to person. We have a M365 expert level consultant to support you. All of our solutions are based upon M365, Azure or SaaS software solutions; we don’t have any on-premise or hosted datacentres. You may also be required to help to support, deploy and package software end user equipment (PCs, peripherals and desktop printers) for a broad range of client stakeholder groups.

The successful candidates must undergo security clearance unless the candidate already has this.

This is a unique opportunity to be part of something that is built using all cloud and to be part of something that will showcase Birmingham to the world.

Key Business Skills

  • Communicates fluently, both verbally and in writing and can present complex information to both technical and non-technical audiences
  • You will need to work under general direction
  • Use discretion in identifying and responding to complex issues and assignments
  • Be happy to receive specific direction and accept guidance
  • You will be reviewed against agreed milestones
  • You must be able to determine when issues should be escalated to a higher level

Ideal Skill Set

  • Been in an engineer/desktop support role for 5+ years
  • Been on Level 3 support for 2+ years
  • Providing user provisioning / onboarding
  • Microsoft 365, Teams, One Drive
  • Management and troubleshooting experience of M365 Apps
    • Exchange Online
    • OneDrive
    • Microsoft Teams
  • Endpoint Manager/ Intune Experience
    • Good knowledge of Modern Desktop management
      • Microsoft Office
      • AutoPilot Windows 10
      • Device compliance and configuration policy management and troubleshooting experience
      • Windows Update Rings experience
      • Application deployment and update management
  • Intune BYOD management
  • Azure AD experience (Ideally with experience of using P2 features)
  • Security Experience
    • Microsoft Defender
    • Advanced Threat Protection
    • Cloud App Security
  • Desirable:  experience of data loss prevention (DLP) management
  • Service Now or can show how knowledge has been share via a service desk tool
  • Document/Process/ITIL
  • Deployment (PC, tablet, peripherals, printers etc.)
  • Able to work independently for routine activities and know when to escalate
  • Able to communicate with customers, suppliers and 3rd parties
  • Can plan, schedule and monitor own work and work as part of a team
  • Fit into the team

Delivery

  • Initially central Birmingham based role, but may migrate to a Birmingham-based Event Venue Service Desk.
  • You may be required for post event support during the dissolution phase of the contract

General Information

  • We have the following work pattern on a rota 8.30am – 5.00pm or 9:30 – 6:00pm or 9.00am-5:30pm though at Games time this will be on a 24-hour shift pattern (8 hours out of 24).
  • 20 days holiday per year
  • Permanently assigned on-site in central Birmingham subject to Covid19 restrictions being lifted
  • Fixed contract to August 2022 though this may become a permanent role.

Please apply immediately to be considered for this role. CV’s and covering letters to cv@thesolution.co.uk or call 01384 340666