2nd Line IT Service Desk Analyst

Pinnacle Group
From £20,000 to £25,000 per annum
29 Sep 2017
05 Nov 2017
Contract Type
Full Time

Purpose of Role

We are looking to recruit a Second line IT Service Desk Analyst to join our IT team in Chelmsford. You will be part of a team acting as the main point of contact to log, diagnose, and react within SLA to support the customers’ needs. You will be expected to attempt first-time fix working with customers, suppliers, and vendors. 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.

Skills required

The ideal candidate will be working in a similar role at the moment with at least 3 years’ 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.

-Experience of PowerShell with the ability to create and edit scripts

Exposure to a wide variety of technology, ideally including:

–Microsoft Windows (8, 10)

–Microsoft Office (2010, 2013, 2016)

–Sophos Antivirus

–Telephony Systems (Mitel, Redbox)

–Mobile Telephony Systems (Blackberry Enterprise Server, Blackberry handsets, Android Devices)

–Remote Access tools such as Log Me In or PC Anywhere

–Good understanding of PC hardware


-MCP Certification or other Microsoft Technical Qualification

-ITIL Foundation

-SDI analyst

This job was originally posted as www.cwjobs.co.uk/job/76657235