Streamline Connections Ltd
£25k - £27k pa
05 Oct 2017
02 Nov 2017
Contract Type
Full Time
We are seeking Service Desk Analyst to provide a second level remote support function to 4000 users across Europe, addressing issues escalated by the first line Global Service Desk based in the Philippines. The key focus areas of this role are to: - provide an excellent customer experience and ensure the best possible IT service is delivered. - provide end-to-end ownership of all incidents and service requests. - providing a proactive service by updating users on open tickets - effectively manage customer escalations - investigate more complex issues prior to passing on to specialist support teams Experience required: - previous experience of working within a multi-vendor environment on complex infrastructure - solid experience of working within a Service Desk or technology support team, having dealt with complex issues such as Windows profile issues, Exchange server issues, OS configuration issues etc and resolving them using remote control technologies, ensuring a high first time fix rate - experience of Service Management functions and disciplines with ITIL V3 foundation accreditation being essential - identifying opportunities for continual service improvement and contributing to plans in this area - demonstrable experience negotiating difficult situations to a successful conclusion - able to manage and resolve conflict - the ability to work as a team and also within a virtual team to provide excellent outcomes - excellent understanding of Windows Vista/Windows 7 operating systems and Active Directory - excellent understanding and support knowledge of Microsoft Office product - knowledge of Citrix technologies and networks - understanding of hardware in order to diagnose issues - knowledge of Exchange / Outlook to help with configuration issues Due to the high volume of CV responses for this role, we may not be able to contact all applicants. If you have not heard back from us in 5 working days, we would encourage you to contact the consultant directly. Information contained in this email is intended for the use of the addressee only, and is confidential. Please notify the sender immediately if received by error. Streamline Connections Ltd cannot accept liability for any errors or omissions in the contents of this message, which may arise as a result of e-mail transmission. Please note Streamline Connections Ltd may monitor, analyse and archive email traffic, data and the content of email for the purposes of security, legal compliance and staff training. Streamline Connections Ltd is registered in England (Registration Number 4792516). The registered office is Clockhouse Court, 5-7 London Road, St Albans, Herts, AL1 1LA
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