Service Desk Analyst

Omni RMS Ltd
04 Oct 2017
02 Nov 2017
Contract Type
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
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