1st Line Service Desk Analyst - Hoddesdon - Perm - £235k

Recruiter
Incite Insight
Location
Hoddesdon
Salary
23k
Posted
31 Oct 2017
Closes
16 Nov 2017
Contract Type
Permanent
Hours
Full Time

1st Line Service Desk Analyst

Overall Role Purpose:

This role requires a dynamic and proactive person who is able to work well with the ICT team to support 2000+ users over 100+ sites locations. They must be technically able to support Microsoft Office products up to and including 2010, Microsoft Windows XP and Windows 7 Enterprise. They should also be proficient in troubleshooting hardware and network connectivity issues. On a personal level they should be polite, customer focused and display a "can do" attitude at all times with a passion for providing first class ICT support to customers.

Key Accountabilities:

Provide level 1 telephone support, with a continuous drive for first time fix. Assist head office visitors for all level 1 support requests. Log all requests received into the helpdesk, manage workload effectively ensuring any outstanding level 1 tickets are updated on a daily basis and clearly show what progress has made and what the next step is. Give 1st line technical support as required and ensure that cases are escalated with detailed information to the Helpdesk supervisor to ensure the smooth transition into other ICT teams and enable a speedy resolution to the ticket. Retain ownership of ticket and monitor until satisfactory resolution is achieved Consistently provide excellent "can do" customer service ethic with both internal and external customers and suppliers.

Additional Tasks

Carry out general 1st line support tasks assigned by the ICT Service Delivery Manager, ICT Helpdesk Supervisor or ICT Support Supervisor. Participate in small projects as required. Knowledge sharing within the team. Participate in team meetings with focus on continuous Helpdesk improvement.

Required Qualifications / Expertise:

Educated to A Level standard Technical and non-technical challenges Working on a helpdesk Using Helpdesk call logging tools Other relevant HW\SW i.e. Citrix, Routers, Exchange, Active Directory Experience of WAN networks Experience in the use of document management systems

Key Competencies required for this Career Level:

Knowledge of MS Windows XP, and Windows 7

Good team player

Knowledge of the MS Office suite up to and including 2010

Organised

Commercial network experience.

Able to work under pressure

Good communication skills both verbal and written

Customer service and satisfaction


This job was originally posted as www.jobsite.co.uk/job/959367131