Support Desk Analyst - first line

Berry Technical
£18000 - £22000/annum pension
17 Jul 2017
16 Aug 2017
Contract Type
Full Time
Support Desk Analyst
Objectives of the Role
To provide 1st line support to all elements of the business in a timely manner across multiple remote sites in the UK. You will be supporting a range of technologies from Windows OS, VMware, Printers, Office 365 and a number of bespoke applications.
Main Duties and Responsibilities
General Responsibilities:
* Correctly record and categorise incidents within the IT Support Desk to a high standard of accuracy and detail, with a complete information trail of actions performed.
* Creating and improving documentation of knowledgebase articles.
* Keeping an up-to-date IT asset database.
* Responding to network monitoring alerts.
* Resolving user technical issues in a timely manner.
Resolving user requests (new accounts, access rights, building/providing laptops/workstations etc…)
Key Responsibilities:
* Ensure the Business Support team is able to meet its agreed KPIs.
Provide a best-in-class support service
* Excellent communication skills - written and verbal
* Team player, someone who gains respect and maintains relationships across all areas of our business.
* Professional and confident
* Organised, with the ability to juggle conflicting priorities and effectively prioritise
* Accuracy
* Confidentiality - understands the need to keep information confidential and their responsibilities
* Flexible

* An awareness of different OS environments, including Windows and VMware.
* Previous experience of supporting a range of technologies from Windows OS, VMware, Printers, Office 365.
* Knowledge of backup and antivirus software.
* Must have worked in a Support/Help desk environment.
* Good understanding of English language, verbal and written.
* An understanding of ITIL

* Experience of working in a similar role at a similar level previously.
* Experience using Active Directory
* Basic networking experience - DNS/DHCP