Service Desk Analyst

Recruiter
Omni RMS Ltd
Location
Ipswich
Posted
04 Oct 2017
Closes
02 Nov 2017
Contract Type
Permanent
Hours
Full Time
Service Desk Analyst Ipswich Permanent Competitive salary and benefits. We are currently working alongside a leading Energy Consultancy to recruit a Service Desk Analyst to their Ipswich site. The Service Desk Analyst will be working as a part of a team to provide exceptional First Line Support to internal customers Further responsibilities include; - Carrying out First Time Fixes and offering remote support. Resolving Incident & Service Requests in accordance with the Service Level Agreements (SLAs). - Escalating incidents to internal/external resolvers, where appropriate. Ensuring the customer is updated throughout the lifecycle of the Incident & Service Request until closure. - Maintaining support documentation that is used by the Service Desk, keeping the Knowledge Base updated. Documenting how calls are resolved within the Service Desk Tool to help others. - Communicate to stakeholders at every level, focussing on customer satisfaction whilst maintaining high quality Service Delivery. - Interaction with Third Parties where required to ensure a seamless service for our internal customers. - Mature and self-motivated professional able to work in a fast paced and constantly changing environment. - Plan and prioritise Incidents and Service Requests based on impact to the customer to deliver the successful business outcomes Ideal Candidate; - Knowledge of Windows operating systems - Working knowledge of Active Directory, SCCM, Exchange and Microsoft Technologies - Knowledge of Service Desk operations - Knowledge of installation, configuration, troubleshooting and maintenance of desktop hardware and software - Knowledge of customer service principles and practices - Knowledge of Microsoft Office 365 - Knowledge of Mobile Device Management, including Windows Phones, Apple Devices - Good understanding of ITIL v3 and qualified at foundation level desirable Apply online for further information
This job was originally posted as www.jobsite.co.uk/job/959255553