Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. 

Every day millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs. 

Ideagen believe that by recruiting diverse and talented individuals, we create an inclusive community for all. We are committed to empowering all colleagues to maximise their potential and express their unique characteristics, experience, and knowledge to achieve their ambitions.

The IT Service Desk Analyst will report to the IT Service Desk Team Leader. You will be responsible for providing effective and reliable technical support and assistance to colleagues across the business.  

This may include troubleshooting hardware and software issues, configuring and installing new systems, and providing training and support to users. You’ll be expected to carry out these tasks either via our service desk, over the phone or in person.

To be successful in this role, you should have a technical background, with experience in Azure and Office 365 as well as a variety of other technologies and systems. You should be a problem-solver who is able to quickly identify and resolve issues, and have good communication and collaboration skills.

We are a fast moving and dynamic team of people. We work closely with our Infrastructure & Technical Solutions and Cyber Security teams to ensure we are aligned in our visions. It is essential that we cross-communicate effectively where necessary to reach optimal results and deliver a rock solid IT service. Working closely with these departments gives us a unique insight to how these teams work and the technologies they use.

Some of your key responsibilities will include

• Providing technical support to staff via our service desk, over the phone or in person
• Follow documented processes and procedures
• Maintaining documentation and knowledge bases
• Carrying out IT inductions with new starters
• Identify potential issues and recommend solutions to improve system performance and reliability
• Install, configure, and upgrade hardware and software
• Document customer interactions and resolutions on our service desk
• Maintain an up-to-date inventory of IT hardware and software
• Provide Remote support for users in locations across multiple time zones
• Provide IT support at events and meetings in line with the business requirements

Technical Requirements

• A technical background, with some focus on supporting Azure and Office 365 environments
• User and group management in Azure and OnPrem Active Directory
• Experience troubleshooting software and hardware issues
• Basic PowerShell knowledge
• Supporting and troubleshooting audio & visual conferencing issues
• Experience using and troubleshooting issues with Windows 10/11
• Experience deploying and managing devices using Microsoft Autopilot

Non-technical requirements

• Previous experience working in a fast paced IT support team

• Excellent problem-solving skills
• Strong organisational and time management skills
• Proactive approach to your work
• Strong communication and interpersonal skills
• Managing staff expectations and be able to use own initiative
• The ability to work well under pressure
• A customer-focused approach and a commitment to providing high-quality support to employees.

Desirable (but not necessary)

• Experience supporting Apple Mac devices in a managed environment
• Experience with the Azure portal and the Azure AD PowerShell module, including the ability to create and manage Azure AD objects using both the GUI and the command line.
• Experience supporting different audio visual solutions
• Experience deploying and managing devices using Microsoft Autopilot.

Behaviors

• Ambitious - Drive, Planning & Execution
• Adventurous - Flexibility & Resilience and Savvy Thinking
• Community - Collaboration & Communication