IT Service desk Analyst

£23000 - £25000/annum benefits package
17 Jul 2017
16 Aug 2017
Contract Type
Full Time
IT Service desk Analyst (1st and 2nd line)

Opportunity for an IT Service Desk Analyst, 1st and 2nd line support touching on 3rd line support to work with this global organisation. Seeking an experienced Service Desk professional to come support their growing infrastructure environment.

Job Summary

* Provide 1st and 2nd Level systems support, maintenance and administration within the organization's computing environment. Performs onsite and remote analysis, diagnosis, and resolution of complex problems for end users.
* Installs, configures tests, maintains, monitors, and troubleshoots end-user related hardware and software (in person, by telephone, or via e-mail) in order to meet or exceed published SLA's; with effective management of the customer relationship during the entire support process
* Administers enterprise class tools such as SCCM to analyze the enterprise computing environment, and for the development and planning of automated maintenance activities against security and compliance best practices.
* Aid in the support of Microsoft systems including Server OS, SCCM, ADS, Exchange, SQL, and the associated applications they support.
* Daily support of highly virtualized global environment through the use of VMware, VSphere and Citrix environments, as well as associated replication technologies.

Essential Functions

* Follow the service desk management process. Ensure all incidents and requests from customers are recorded and updated within the service desk system. Escalate support calls in accordance with IT procedures.
* Receive and responds to incoming calls, Service Desk tickets, and/or e-mails regarding IT support.
* Performs onsite and remote analysis, diagnosis, and resolution of complex problems for end users, internal systems and hardware. Recommends and implements corrective solutions.

Professional attributes:

* Participates in the out of hours support call rotation.
* Possible travel to other locations within or outside of primary country of employment
* Performs other related duties as assigned.
* Outstanding Customer Service skills

Knowledge, Skills and Abilities:

* Scripting for automated deployments and managements tasks
* Excellent technical knowledge of PC desktop hardware and software, including MS Windows 7, MS Office suites and related products (Outlook, Excel, Word, Visio, Power Point, Project, etc), web browsers, and utility applications such as anti-virus, file management, desktop deployment and backup software


* College diploma or university degree in the field of computer information systems and/or 2-4 years equivalent work experience.
* Certifications in A+, Network+, MCDST, ITIL, etc preferred.

AAP3 is acting as an Employment Business in relation to this vacancy