End User Support Analyst

End User Support Analysts

Location: Doncaster, United Kingdom, onsite working with 5 days in the office

Ready to leverage your service desk experience and IT skills in a fast-paced, collaborative environment?

What the role has to offer:

• Take ownership of incidents from start to finish, ensuring timely resolution that meets customer satisfaction and aligns with SLA targets, while developing strong problem-solving skills in a dynamic environment
• Gain hands-on experience with a wide range of IT systems, including Active Directory, Exchange, VMWare, and Microsoft Office deployments, enhancing your technical expertise and career growth opportunities

Our Opportunity:

Join our UK Service Desk Team and play a key role in delivering exceptional IT support to business users across the UK. In this role, you'll manage incidents and service requests using the ServiceNow tool, ensuring timely logging, accurate diagnosis, and effective resolution to keep our operations running smoothly.

The Service Desk covers Monday to Friday 07:30 to 18:00. The role would involve working as part of a large SC Cleared team taking telephone calls and chats from users from all areas of the business as well as monitoring the online portal, deploying software and managing Service Request implementations.

Building a future, we can all trust. For our businesses to thrive, employees need to have a state-of-the-art experience while working in the office, at home, or abroad. Information Systems & Technology's activities in infrastructure, systems, applications, support, security, and business intelligence enable optimised productivity for Thales staff around the world.

What we offer you:

• Pension – match like-for-like up to 7% of annual base salary
• Life Assurance – 2 x base salary minimum (8 x salary if part of the pension scheme)
• Income Protection – 50% of salary less state benefits for 5 years
• Annual Leave – 201 hours, bank holidays, plus 1 company day
• Private Medical Insurance - Couples cover
• 24/7 Employee Assistance Programme
• 24 hours paid leave for volunteering activities
• Access to flexible benefits and discounts – dental insurance, buying & selling annual leave, cycle to work, and many more

Key Responsibilities and Tasks:

• End to end call management of incidents through to resolution as required to ensure the incidents are fixed to the satisfaction of the customer and in-line with SLAs
• Responsible for answering all calls and chats to the Service Desk within the SLA response times
• Raising Service Requests from users either via the phone or online portal
• Accurately recording all incident details and resolution activity into the Service Desk tool
• Assisting Problem Management in the provision of root cause analysis and troubleshooting ensuring that all data is accurate and up to date where applicable
• Providing a high level of first-time fix for all incidents
• Escalating incidents to the next level of management or technical support where SLA timescales are reached
• Ensuring regular communications updates are provided to the customer until incidents are resolved
• User account creation in Active Directory and NT
• Email account management in Exchange
• Full lifecycle administration of Windows Shares and Active Directory
• Deployment of Virtual Machines within VMware
• Configuration and deployment of Microsoft Office suites and other software
• Adherence to Thales procedures, working practices and department specific processes
• Other ad-hoc duties as required to support the Service Management operation

About You:

At Thales, we are committed to equal opportunities and welcome all talented individuals to consider joining our team. So even if you don't match every statement below but feel you have some of the experience, knowledge or skills needed for this role, we encourage you to apply. It will take all of us working together to deliver solutions to the world's most critical challenges.

We're looking for someone with service desk experience, handling a diverse range of issues, applications, and assets. Familiarity with Enterprise Volt, Windows 7, Exchange, Outlook, and other Microsoft applications is a big plus! You'll thrive by communicating confidently and thoughtfully with a wide variety of colleagues and suppliers. ITIL v3 Foundation is desirable. If you come from a customer service and IT background and enjoy collaborating within a large, dynamic team, this role is perfect for you. You'll need to be adaptable to shifting priorities, delivering outstanding customer service every step of the way. Bring your methodical problem-solving skills to troubleshoot both IT and Service Management challenges with confidence and precision!

Security Clearance Statement:

This role will require SC Clearance. It would be advantageous if currently held, however, if not currently held, it is a requirement that the successful applicant will undergo, achieve, and maintain SC Clearance. Please visit the UKSV website for further guidance.

To be eligible for full SC, you generally need to have resided in the UK for the last 5 years. In some circumstances, a minimum of 3 years' residence in the UK over the last 5 years may be accepted, with additional overseas checks.