1st Line Service Desk Analyst
We are looking to recruit a First line IT Service Desk Analyst to join our IT team in Chelmsford. You will be the main point of contact to log, diagnose, and react within Service Level Agreements to support the customers’ needs via telephone or email. You will be expected to attempt first-time fix working with customers, suppliers, and vendors and if the problem cannot be resolved, the incident is escalated to 2nd line for resolution. You will also be responsible for keeping the customer informed of progress on incidents and requests and assist with the daily monitoring of core systems.
The ideal candidate will be working in a similar role at the moment with at least 6 to 12 months experience within an IT support position. As a successful IT Service Desk Analyst you will be able to demonstrate the following:
·Experience working within a professional and busy IT Service Desk.
·Excellent customer service skills, telephone manner and written communication skills.
·Working experience of ITIL processes and procedures.
·Excellent troubleshooting skills.
·Exposure to a wide variety of technology, ideally including:
- Microsoft Windows (7, 8, 10)
- Microsoft Office (2003, 2010, 2013)
- Telephony Systems (Mitel, Redbox)
- Mobile Telephony Systems (Blackberry Enterprise Server, Blackberry handsets, and Windows Phone)
- Active Directory
This is a great opportunity for a driven and ambitious 1st Line Engineer to join a growing company. This role offers fantastic training opportunities for the right person.
This job was originally posted as www.cwjobs.co.uk/job/76658371