ICT Service Desk Analyst:

About Optical Express

Optical Express is focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in our people and technology.

For over 30 years, millions of patients have trusted Optical Express with their eye care. As Europe’s leading private provider of laser eye, premium intraocular lens and cataract surgery, our Surgeons undertake more laser procedures collectively than any other provider.  We look after thousands of patients in our clinics every week and it’s a privilege to transform the lives of so many.

The Optical Express team work together, collectively and consistently striving for excellence. We support each other, respect each other and are committed to a culture of care, trust and integrity.

The culture extends to our local communities, through our range of charitable and environmental projects. We focus on doing what is right for our patients, our colleagues, our local communities and our planet.

The Role

The role of the ICT Service Desk Analyst is to provide support for core ICT business activities and will report directly to the Lead ICT Service Desk Analyst.

Key responsibilities include:

  • Support incident and problem resolution by undertaking first time fix and managing triage of tickets to other resolver groups.
  • Support Service request fulfilment adhering to SLA’s, team OLA’s and prioritising tickets.
  • Support users on the broad range of ICT deployed at the company, along with helping to maintain infrastructure in the company offices.
  • Work with in house and 3rd party ICT providers in delivering ICT services
  • Handle first line user enquiries and provide end user support for all departments within the company onsite or remotely.
  • Ensure incidents/service requests are closed within SLA.
  • Administer the access and security of all ICT user accounts, system and file access requests and user profiles
  • Manage support requests appropriately via the Servicedesk workflow system

Essential Skills:

To be considered for this post you must be able to demonstrate knowledge of:

  • Microsoft Office 365 cloud services.
  • Microsoft Azure cloud services.
  • Microsoft Outlook email.
  • Experience supporting various end user devices utilising appropriate management tools such as Microsoft Active Directory & Mobile Device Management systems.
  • Experience of providing remote end user support across a range of desktop environments and office applications.
  • Knowledge of shared WiFi, VPN, LAN and WAN technologies.
  • Experience of working with outsourced IT service delivery teams Experience of working in a secure environment.
  • Awareness of the legal issues relating to IS/IT e.g. Data Protection, Freedom of Information and Computer Misuse Acts, copyright, intellectual property rights, GDPR.
  • Ability to undertake system administration and access control for the company systems.
  • Strong customer focus and experience of building good working relationships with stakeholders and end users.
  • Good administration skills.
  • Ability to work as part of a team.
  • Excellent written and oral communication skills.
  • Positive can do attitude and flexibility of approach.

What’s in it for you?

  • Competitive salary
  • Free or discounted optical products/procedures
  • Career progression
  • Modern working environment with superb technology support

Please apply now by uploading your CV.

This is a fantastic opportunity to join a global organisation where you will have the opportunity to grow and develop within a professional working environment.

Optical Express is an equal opportunities employer