Service desk Analyst: Provide first-line support, logging calls and providing 1st level call resolution; Incident management. Manage the incident life cycle from detection and recording to investigation and diagnosis, and resolution; Service Request Process: Coordinate the IT Service Request process ie. Access requests, new starters, leavers and hardware/software requests; Hardware and Software provisioning: Build laptops and PC's for deployment. Deploy software via LanDesk and SCCM; Access Management: Users access provisioning - starters, movers and leavers; Operations: Process scheduled operational tasks ie. Anti-virus update checking, email releasing, backup monitoring. Ideally the right candidate should have: Customer-focused. Excellent communication skills. Articulate and methodical. Ability to understand the user needs and to prioritise work around them. A drive to deliver a first-class service. Good telephone troubleshooting skills with the ability to work through problems. Good understanding of handheld devices, PC and server hardware, architecture and operating systems. Good understanding of industry standard PC applications ie. Microsoft Office. Experience of using software deployment and desktop management tools. Basic understanding/awareness of networks - patching, switches, routers etc