Service Desk Analyst / 1st Line Support Analyst

Recruiter
I3 Resourcing Limited
Location
United Kingdom
Salary
£28k - £32k pa
Posted
07 Oct 2017
Closes
08 Nov 2017
Contract Type
Permanent
Hours
Full Time
Service Desk Analyst / 1st Line Support Analyst - 12-month FTC - £28,000 - £32,000 annum, City of London, Lloyd's Insurance Market 1st Line Support / Microsoft Windows 7 & 8 / ITIL V£ Foundation / MS Office 2010 and prior / VDI environment / VMware Virtual Centre / Citrix / Wyse devices / iPhone, Blackberry Technology / Printers, Scanners / My client is a fast growing, modern and highly prestigious London Market Insurer (Lloyds Managing Agent, London Market Syndicate). Key aspect of the role: This position is a Service Desk role within the Service Management Services team. This team is the single point of contact (SPOC) and provides support 24 x 7 x 365 using a follow the sun model. The successful candidate will perform a 1st line role supporting the business user community and support for applications used by our business partners globally. Duties and accountabilities: - Provide 1st line user support and incident resolution by most appropriate means available, to include phone, email and chat support - Log tickets into the Service Management tool - Assign tickets to the relevant resolver groups - Maintain incident ownership and ensure they are kept up to date by the assignee - Provide support to users both technical colleagues and business users as appropriate - Evaluate impact and urgency of issues and escalate appropriately - Use and contribute to the team knowledge base Technical skills/Knowledge/Experience: The successful candidate will have performed in a 1st line Service Desk/ help desk role, and be able to demonstrable experience and understanding of the following technologies: - Microsoft Windows 7 & 8 - ITIL V3 Foundation certificate - Microsoft Office 2010 and prior - Microsoft Internet Explorer & other related browsers - Experience of working in a VDI environment VMWare Virtual Centre / Citrix / Wyse devices - iPhone, Blackberry (Good) Technology - Follow-Me printing - Printers, Scanners and general office peripherals The successful candidate will: - Be customer service focused - Display well-developed communication and interpersonal skills in order to interact well with business colleagues (at all levels), team members, and internal and external contacts - Demonstrate a systematic, structured and methodical approach to their work - Be a solid team member, but able to work on their own, show initiative, manage workload and make decisions - Know when to ask for assistance, or when to escalate a problem to a higher level - Possess the ability to think beyond their own team to the impact of their actions on the wider environment 1st Line Support / Microsoft Windows 7 & 8 / ITIL V£ Foundation / MS Office 2010 and prior / VDI environment / VMware Virtual Centre / Citrix / Wyse devices / iPhone, Blackberry Technology / Printers, Scanners /
This job was originally posted as www.jobsite.co.uk/job/959274267