IT Service Desk Analyst, IT Helpdesk Analyst, 1st/2nd Line

Fruition IT Resources Limited
Newcastle Upon Tyne
£21k - £24k pa
06 Oct 2017
06 Nov 2017
Contract Type
Full Time
IT Service Desk Analyst, IT Helpdesk, 1st/2nd Line North Shields, Newcastle Salary: £24,000p.a Shift Work involved IT Support, IT Technician, Helpdesk Analyst, ServiceDesk Analyst, Desktop Support Analyst, 1st Line Support Analyst, 1st/2nd Line An established but still growing company based near in Newcastle are looking for an IT Service Desk Analyst to provide support to clients globally, on a variety of systems and devices, predominantly in a Microsoft environment. We are looking for an experienced analyst looking to take their IT desktop support skills and progress their career into a broader role perhaps into networks, infrastructure or team lead. You will also be provided training and certifications helping you grow your skill set. Role Working as part of the Technical Support team, you will provide first class customer support across a wide range of products, responding to their clients and their end-users and resolving any technical queries, issues and requests including installation, troubleshooting, problem resolution and maintenance. Key responsibilities - Logging customer/employee queries in the helpdesk system received either by telephone or e-mail. - Providing 1st/2nd line technical support, remotely analysing problems and resolving where possible. - Utilising your technical knowledge to advise callers on more efficient means of working with IT where possible. - Investigating, diagnosing and solving first line application problems using effective troubleshooting and fault analysis skills and escalating accordingly. - Prioritisation of tasks to ensure that service level agreement targets are met - Monitoring network availability and uptime, and co-ordinating action where required - To escalate more complex calls to the relevant IT Support member. - To notify and log calls with relevant staff to arrange for external technical support where problems cannot be resolved in house. Our ideal candidate will meet the following criteria: - Strong communication skills and a passion for technology - Experience of working in a 1st/2nd Line Microsoft support environment. - Experience of providing remote support (Remote Desktop/Team Viewer) on desktop and phones. - Experience of supporting Windows, Microsoft Office, XP and Outlook - Active Directory - Network experience - Basic Understanding TCP/IP, DNS and DHCP - Exceptional customer service skills with good attention to detail and an excellent telephone manner Desirable Skills: - Cisco knowledge/CCNA/general networking - VoIP - Firewall/router knowledge If you are passionate and enthusiastic about IT, and considering a new challenge then please send me your CV for immediate consideration. If you have any questions/queries please call Gurleen Kumar at *********** IT Support, IT Technician, Helpdesk Analyst, ServiceDesk Analyst, Desktop Support Analyst, 1st Line Support Analyst, 1st/2nd Line
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