Service Desk Analyst

The role

You will provide first and second line IT support to the UK Operations team and international colleagues. You will troubleshoot hardware, software, account and connectivity issues and monitor servers, email, networks and critical services.

What you will do

• Troubleshoot hardware, software, account and connectivity issues, remotely and in person.
• Prioritise incidents and service requests, track them through to closure and keep users informed.
• Monitor servers, email, networks and critical services.
• Assess alerts, document the impact and escalate infrastructure faults to the Systems team.
• Set up devices, manage approved access requests and support colleagues joining, changing roles or leaving the business.
• Maintain IT asset records and support guides.
• Identify recurring issues and ways to improve the service.

Required qualifications

• At least three years’ experience in service desk, desktop support or a comparable IT role, including first and second line troubleshooting and incident ownership.
• Experience supporting Windows and Microsoft 365.
• Experience administering accounts in Active Directory or a similar identity platform.
• Experience using a service desk ticketing system.
• An understanding of common network and infrastructure issues.
• A relevant Level 3 IT qualification, a completed IT apprenticeship or equivalent practical experience.

Nice to have

• ITIL Foundation
• CompTIA A+
• a relevant Microsoft certification
• experience with PowerShell or automation

Before you apply

• Any offer of employment will be subject to satisfactory completion of pre-employment screening and employment verification checks.

About the company

Verra Mobility is a global smart mobility technology business that partners with governments and road authorities to deliver technology that improves road safety.