IT Service Desk Analyst

Robert Walters Plc
London (Greater)
£160 - £200 p/day
06 Nov 2017
15 Nov 2017
Contract Type
Full Time
A Global Professional Services Firm is looking for an IT Service Desk Analyst to be based in their Central London offices to help out on various IT roll outs. There will also be travel required to many of their other offices based in EMEA. About the IT Service Desk Analyst Role: My client is looking for a Service Desk Analyst who is used to working on a busy desk who is able to provide first level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulifllment processes, in line with my client's Service Desk objectives. Overview: * Provide support for all local application related issues; answering support queries via phone, and email. * Maintain a high degree of customer service for all support queries. * Log all Incidents in Service Management tool, currently Cherwell. * Resolve calls at first line where possible. * Where first line resolution is not possible, ensure call ticket is allocated to appropriate second line owner. * Log all calls in Cherwell, including resolution and root cause where resolved at first line. * Liaising with second line support. * Monitor outstanding internal system requests held in Cherwell and ensure they are responded to within SLA. * Participate in testing when requested. * Provide support and timings for applications. Technical Skills: * 1st line help desk experience * Broad IT knowledge * Office 365 experience * Experience of rolling out Windows 10 * Microsoft Surface Pro Roll Out * Experience of using call logging software * Good knowledge of relevant IT software/hardware: * MS Windows 2000/XP/XPe (installation/configuration/support) * MS Windows 2003/2008 Server (user level administration) * MS Office 2003/2007 (installation/configuration/support) * MS Exchange 2007(mailbox level administration) * Sophos Anti-virus desirable * Profile RPM (or other CRM application desirable) * MS Internet Explorer Microsoft based operating systems with emphasis on Windows 2000 / 2003 (installation/configuration/support) * BI reporting tools If you find the above interesting and want to join a company with some of the brightest minds in their respective industry then this role is for you. Please apply immediately or call me on [Phone number removed] to find out more.
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