Service Desk Analyst

Eltham, London (Greater)
To £18k
04 Apr 2018
19 Apr 2018
Contract Type
Full Time

Service Desk Analyst


To £18k


As a Service Desk Analyst, you will be responsible for providing technical support to the client base.

Main Duties & Responsibilities:

• Answer the incoming Service Desk Calls in a professional manner

• Deliver high quality remote support on a range of technical incidents and problems across the client base

• Respond to and effectively resolve or escalate customer incidents, queries or complaints

• Handle incidents and escalate problems on the various platforms and supported networks from logging ticket to resolution

• Perform IT administrative tasks on both user and server related issues

• Communicate with customers and suppliers/3rd parties at all levels internally and externally

• Help support, train and mentor other team members

• Take a ‘hands on’ problem solving approach; solving problems within strict SLA timeframes

• Take ownership of incidents assigned to you and manage them through to resolution

• Ensuring SLAs are met; time to respond, time to resolve and first-time-fix

• Application troubleshooting

Secondary Duties & Responsibilities:

• Recommend enhancement to the Service Desk processes and tools used ensuring continuous improvements of service

• Assist Operations Colleagues

• Assist with documentation for Service Desk environment

Desired Skills in ANY of the following areas;

o Apple Mac experience desirable but not essential - i.e. map network printers, map network drives, etc.

o Active Directory

o Exchange / Office 365

o Windows Servers

o Server Virtualisation (Hyper-V / VMWare)

o Local Area Networking

o Routing / switching equipment including, but not limited to, Cisco, Dell, HP switches, routers and firewalls

Required Attributes:

• Excellent communication and interpersonal skills

• High level of customer service skills - customer experience is key to good support

• Solid communication skills to understand client/client representatives concerns and requirements

• Microsoft Desktop Experience (preferably with certification)

• General technical troubleshooting and problem-solving skills

• Clear understanding of IT Methodology and Best Practice

• Able to prioritise under pressure and to work to deadlines

• Technically focussed, but commercially aware

• Positive disposition with a sense of humour

• Driven by results and by performing at the highest level

• Reliable and punctual

• Ability to work within a team and add value to the members

• Comfortable communicating with staff of customers and internally at all levels (Owners through to junior staff)

• Willingness to gain relevant qualifications and accreditations

• Able to work under pressure

Working Hours

Work hours will be 37.5 hours a week. The engineer will work between the business hours of Monday to Friday 8.00am - 6.00pm. There will be the potential for overtime, covering weekend and project works.

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