Technical Service Desk/ End User Support analyst /windows/mac

Global Technology Solutions Ltd
London (Greater)
£27000 - £35000 per annum
07 Nov 2017
15 Nov 2017
Contract Type
Full Time
Technical Service Desk / End User Support Analyst/ Windows/MAC

A fantastic opportunity has arisen for a Technical Service Desk/ End User support analyst to join well established blue chip organisation based at their prestigious offices in Kensington.

As a Technical Service Desk/End User Support Analyst you will have exceptional customer services skills, be driven, bubbly and have the enthusiasm and drive to succeed.

As a Technical Service Desk Analyst you will be responsible for supporting all end users within our clients business providing efficient and effective customer services through the recording and managing telephone and email queries, incidents, or service requests. Aligning to ITIL methodology, providing an efficient and customer focused Helpdesk/Service Desk to the business.

Providing both phone and desk-side assistance for business applications, core device support and operating systems, specifically; desktops, laptops and Apple Mac.

The role responsibilities
* Supporting 3500+ users in an ITIL environment
* Responding to telephone and email incidents, queries and service requests in a professional and courteous manner based on an agreed SLA or OLA
* Logging of all works - ensuring incidents, queries and service requests are logged, prioritised, tracked and resolved within predefined Service Levels
* Operating in a flexible mode - being able to seamlessly switch between a telephone/desk-side role as and when required
* Dealing with and communicating escalations accordingly.
* Maintaining and growing relationships across immediate team and wider IT teams to ensure collaborative approach to resolve customer requests as soon as possible.
* Ensuring consistent and concise communications in written and verbal form at all times adhering to templates where available e.g. P1 announcements, software upgrades, service outages.

As a Technical Service Desk/ End User support analyst you will have the following
Technical skill sets

*Strong Windows support experience, and some mac experience ,80% of our
clients estate is Windows and 20% is Mac
* Active Directory
* Cisco Unified Communication Solutions
* Adobe Creative Cloud Suite

Ideally ITIL foundation

The successful candidate will understand that the team operate a shift covering 8am until 10pm Monday to Friday, shifts are as follows, 8-4,9-5, 10-6, 11-7 and 2-10pm, the 11-7 and 2-10pm shifts are 1 in 10 and weekend shifts ( 1 in 10) are required.

* Free onsite gym, employee discounts and a subsidised restaurant.
* You will have access to training days, e-learning courses and conferences.
* 25 days annual leave in your first year increasing by 1 day per year up to a maximum of 30 days plus bank holidays.
* Contributory pension scheme.
* Season ticket loan.

So if you are a Technical Service Desk/ End User support looking to get into a company where training and key progression are key please apply now!
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