service desk analyst.

• Provide accurate Incident management, Problem management, Change management and Service
Request management, within established Service Level Agreement (SLA) and Operating Level
Agreement (OLA) time frames, meeting or exceeding customer’s requirements and expectations.
• Utilise appropriate tools and methods to effectively manage Incidents/Problems/Changes and
Service Requests ensuring information is captured in the Service Desk ticketing system for future
reference and analysis in line with ITIL principles.
• Work with managed service providers closely to help resolve escalated support issues
• Respond to enquiries from various sources in a responsive, customer focused manner and ensure
that accurate, targeted and timely information supplied effectively resolves the incident or fulfils the
service request
• Manage set-up activities for computers, printers, multifunction devices, tablets, smartphones and
other ICT systems
• Use appropriate tools and methods to address user support queries and return users’ ICT equipment
and systems to optimum efficiency
• Manage and maintenance for all desktop/laptop computers, multi-function printers, and mobile
devices

Specialist Knowledge and Skill
• 6+ years’ experience in Service Delivery within a medium to large size organisation
• Proven experience in systems administration
• Experience in developing and maintaining standardised operating environments (SOE) and
supporting Microsoft desktop applications
• Experience maintaining networks, VOIP, firewalls, printers, backup software
• Demonstrated experience in effectively managing managed service providers
• 6+ years’ experience in support Microsoft Office 365 applications such as MS Teams
• In depth skills and knowledge within virtualised server environments
• In depth experience with maintaining WAN environments for multiple sites
• In depth experience with administration of Office 365 environments
• In depth experience with AD, DNS, DHCP, email, roaming profiles, TCP/IP networking and web
services

At Randstad Digital, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.