Junior Desktop Support Analyst at Mimecast

Job Summary

We are currently recruiting for an internal Junior Desktop Support Analyst to join our team. You will work with our tech-savvy staff to ensure the smooth running of their IT equipment and the systems they depend on. You’ll be an essential part of planned upgrades and improvements as we strive for perfection. You will need to possess outstanding communication skills and have an enthusiastic disposition. We are looking for someone with a proactive, team spirited attitude that can bring experience and initiative. Day-to-day activities will revolve around resolution of technical issues, utilizing Zendesk for case management.  In addition, there will be project work to assist with upgrades, rollouts, procurement, office moves, and daily systems checks.

What you'll do

• 1st/2nd Line Support
• Work spilt - (80% case management 20% project)
• First contact for IT support
• Assistance with Project related work
• Assist with office moves and other facilities tasks.
• Support procurement activities
• Maintain IT inventory and asset registry.
• Ability to be proactive and highlight improvements with service/systems.
• Respond to management tasks set.
• Escalation of issues, with correct information
• Onboarding/Offboarding of new staff and leavers
• Induction of new starters
• Test and submit feedback depending on requirements.
• Post incident review & feedback
• Open communications with peers and team
• Documentation - Knowledgebase
• Ensure SLA and KPI are adhered to.
• Basic understanding of automation technologies              

What you'll bring

• Exposure to Microsoft Windows systems and technologies
• Intermediate Microsoft Office 365 knowledge
• Intermediate Windows 11 Operating Systems
• VoIP Telephony
• Video Conferencing and A/V systems
• Experience on an IT Service Management system like Zendesk
• Intermediate Mac OSX knowledge
• IOS and MDM solutions
• Familiarization of disk encryption technologies and anti-virus solutions
• Network connectivity and troubleshooting
• 1-year minimum IT experience
• Must have worked in a medium sized environment (200+ Users)
• Global / remote experience
• Excellent verbal and written communication skills
• Excellent problem-solving skills / adept at providing a workaround
• Able to work collaboratively within a team environment