IT Service Desk Analyst Reporting to the Global Service Desk Manager, your role will be to support the business via the Service Desk ensuring that all incidents are logged and recorded onto the ticketing system. You will need to manage incidents from the start through to resolution in line with Service Level Agreements.
As a member of the team, you will primarily be working on our busy Service Desk. Answering queries via telephone, email and our service desk ticketing system, escalating if needed, and ensuring that any unresolved issues are assigned to the appropriate team within the department.
Responding to customers when service issues are detected.Manage communication with customers through various means, phone, email, and the service desk ticketing system. Log, keep and monitor records of customer issues and solutions in the helpdesk ticket system.Communication with second/third line support and escalate service issues to the appropriate level.You will be able to have a good level of IT literacy and be able to learn new software systems quickly. Use remote access software to assist our customers and help fix issues. Updating self-help documents so customers and colleagues can fix problems themselves.Liaise with third party providers to help achieve a swift and satisfactory outcome for our customers. A willingness to develop knowledge across the company and support where required. Take ownership of customer problems and be proactive when assisting.Must possess exceptional communication skills.Resilient with focus on customer satisfaction. Ability to collaborate with internal and external stakeholders. Meet service level targets for creation, resolution and closure of service desk calls monthly. Meeting SLAs as agreed within yearly objectives.Provide essential online security advice and support. Requirements;
Excellent communication skills both written and oral. Excellent problem solving and analysis skills.Required to be able to travel to any Global TR location.Self-motivated and can work as part of a team. Have good IT skills, knowledge of Microsoft Office, Active Directory, Share Point and Dynamics 365Good Customer Service skills Excellent telephone manner Maintain a high level of service to the customer and business. APAC Office 365 Engineer We are seeking an experienced Office 365 Engineer to join our IT Project Team to support the rollout of Office 365 to Trifast sites in the APAC region. The ideal candidate will be responsible for the implementation, configuration, maintenance, and performance of Office 365 services and related technologies. This role will work closely with the Office 365 Project Team based in the UK to ensure seamless communication and collaboration within the organization whilst helping rollout the O365 services to end users.
Office 365 Administration: Manage and support Office 365 services including Exchange Online, SharePoint Online, Teams, OneDrive, and other Office 365 applications.
• Deployment & Configuration: Plan, deploy, and configure Office 365 services across various environments to meet business requirements.
• User Management: Handle user provisioning, access management, and licensing through Azure Active Directory and Office 365 Admin Center.
• Migration Projects: working with the technical lead to Support the Office 365 migration project, including email, file storage, and collaboration tools.
• Security & Compliance: Ensure the security and compliance of Office 365 environments, managing data retention policies, DLP, encryption, and multifactor authentication.
• Monitoring & Reporting: Monitor Office 365 health, usage, and performance; generate reports and provide recommendations for improvements.
• Troubleshooting & Support: Diagnose and resolve technical issues related to Office 365, including email deliverability, application access, and sync problems.
• Collaboration Tools: Support and enhance collaboration across Teams, SharePoint, and OneDrive, integrating with third-party apps as needed.
• Documentation: Maintain clear documentation of configurations, processes, and troubleshooting guidelines.
• Stay Updated: Stay current with the latest Office 365 features and developments, applying updates and improvements to the organization's systems.
• Backup & Disaster Recovery: Implement and manage backup solutions for Office 365 data and establish disaster recovery processes.
Qualifications;
Bachelor's Degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• 3-5 years of experience with Office 365 administration and support.
• Proficiency in Microsoft 365, Exchange Online, SharePoint, OneDrive, and Teams.
• Experience with Azure AD and familiarity with identity management and SSO.
• Knowledge of PowerShell scripting for automation and management tasks.
• Experience with Office 365 migrations (e.g., Exchange to Office 365, SharePoint migrations).
• Strong understanding of networking concepts, security protocols, and compliance.
• Experience with email security, encryption, and anti-phishing technologies.