The Genuit Group is an expanded collaboration of businesses which serve the construction industry by providing sustainable water, climate and ventilation management solutions.

The Support Desk Analyst role is the primary contact for technical support as part of the Genuit Group Service Desk. Providing onsite user, application and hardware support for all IT problems and issues from diagnosis to resolution.

The primary objective for the role is to maximise end-user productivity, through effective management and resolution of incidents and the timely fulfilment of service requests, maintaining our agreed service levels.

Essential Duties:

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D0iligently recording reported faults, queries, and service requests, correctly categorising these within our ticket and knowledge systems.

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Identifying, diagnosing, and resolving reported technical issues and faults, escalating to resolver groups where necessary to maintain service levels.

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Providing support and advice on appropriate solutions, workarounds, and essential security.

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Assisting in the identification, analysis, and escalation of problems, owning through to resolution.

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Meeting SLA in delivering effective request fulfilment.

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Maintaining and updates, systems, applications, hardware and platforms.

Skills/Requirements:

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Foundational knowledge of ITIL best practice principles.

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Functional Knowledge of Microsoft Desktop OS installation, support and troubleshooting techniques, use of event viewer, performance monitor and command tools and diagnostics.

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Basic active directory experience, creating users, changing permissions and group allocation, adding printers and mapping drives.

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Foundational knowledge and experience of Microsoft O365, SharePoint and Mailbox provisioning, diagnostics, and troubleshooting

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Familiar with common ticketing, CMDB and knowledge management tools

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Applied knowledge of basic security methodologies and tooling.

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Understanding and use of basic network troubleshooting methods

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Use of IT management tools and services for environmental management

​Incident Management including;

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Following agreed procedures, identifying, and categorising incidents and events

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Gathering information and participating in effective incident resolution, allocating responsibilities as appropriate.

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Maintaining records, communicates, and advises on action taken.

Problem Management including;

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Investigating problems in systems, processes, and services.

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Assisting in the creation and implementation of remedies and preventative measures.

Systems and Applications including;

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Provisioning and configuration of end user compute, PC, printer, laptop, and mobile devices following agreed procedures and quality standards.

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Recording all assets installed or removed, maintaining effective configuration management.

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Effective in the installation, update and configuration of software and licences.

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Diagnosing application faults and remediation.

Additional Requirments:

* Must hold a valid full UK driving license.

* Works under general direction and uses own discretion to identify and respond to complex issues and assignments, escalating when necessary to appropriate parties.

* Understands and collaborates with customers, suppliers, and partners, analysing and representing their needs in the pursuit of service excellence.

* Applies a methodical and analytic approach to issue identification and resolution, in a range of work environments, both complex and non-routine.

* Demonstrates effective application of technical and organisational knowledge, whilst being appreciative of the wider business context.

* Plans, schedules, and effectively monitors own work, delivering on deadlines, and to agreed standards