Service Desk Analyst (Infrastructure SME)

Reports To : The Service Desk Analyst role will report to the Service Desk Manager. Job Overview The Service Desk provides support for all services, user provisioning and monitoring and resolution of any issues affecting IT services and infrastructure. This role is broad and covers support of all the business systems. The job function includes user support by telephone, email and face to face, as well as proactive system checks and support processes. The ideal candidate will be an enthusiastic, proactive team player with sound technical knowledge and excellent communication skills, who can be an asset to the IT department and the company. This is an exciting time to join the French Connection IT Team as you will have the opportunity to be a part of significant changes to the technology landscape. Responsibilities and Duties Act as the technical lead on the service desk using your skills to resolve issues, implement infrastructure upgrades and upskill colleagues. Configure, maintain and monitor the elements of IT Infrastructure including Virtual Machines, Firewalls, Servers, Routers & Switches. Play a key role in the progression of Technology projects. Provide hardware and software support in a mixed Windows/Mac environment. Provide deskside support to colleagues in the head office with occasional visits to the warehouse, datacentres, stores and other remote offices. Receive, log and resolve 1st, 2nd and 3rd line IT Incidents and Service Requests using ITSM software (Manage Engine SDP) to ensure tickets are tracked and resolved within SLA’s. Manage incidents and problems and implement root cause fixes. Automate common system tasks to increase team efficiency, manage Active directory services and group policy. Efficiently and effectively investigate, diagnose and action all operational alerts escalating where appropriate. Follow documented procedures to manage secure access to IT systems for starters, leavers. Maintain and create knowledgebase articles. Use standard management tools and processes to carry out defined housekeeping processes. Liaise with 3rd party suppliers for escalation of issues. Ensure that all operational security policies, processes and procedures are adhered to. Skills and Experience Strong Technical skills including practical knowledge and experience using a range of Networking/Infrastructure tools. Strong understanding of network protocols and principles. Vast experience utilizing the Entra ID/Azure AD suite of tools including but not limited to: Intune, virtual desktop, conditional access, VM's, VPN, Defender etc. Strong communication and customer service skills are essential. Experience working in an ITIL Service Desk team (Retail experience desirable). Active Directory and Group Policy management. Ability to author technical documentation. Resilient, proactive and positive attitude and approach. Must be able to work on own initiative and work well within a small team. Must have excellent analytical skills, the ability to work to deadlines and to take a task from design through to implementation and documentation. Experience administering and supporting Windows Server (2008 upwards) based Infrastructure and Windows 7/8/10/11. Desirable Networking/Infrastructure Qualifications and/or Experience. PowerShell scripting. ITIL v3/4 Foundation qualification. Retail Experience. ERP knowledge/experience. Job Types : Full-time, Permanent Pay : £30,000.00-£38,000.00 per year Benefits : Company pension Employee discount Schedule : Monday to Friday Application question(s) : What intrigues you about this company, and why do you want to work here? Experience : Customer service: 1 year (required) Azure: 1 year (required) Network Protocols: 1 year (required) PowerShell: 1 year (required) Network infrastructure: 1 year (required) Work Location : In person Reference ID : HOSDAJan25

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