1st Line Service Desk Analyst

Recruiter
e resourcing limited
Location
Surrey
Salary
£24000.00 pa
Posted
01 Nov 2017
Closes
16 Nov 2017
Contract Type
Permanent
Hours
Full Time

1st Line Service Desk Analyst


Active Directory User & Security Group administration / Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 365
Experience with using and troubleshooting Outlook 2010/2013/2016 within a network

Duties to include:

Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries

Provide support to customer via telephone, email, Skype and remote control

Receiving, logging and managing calls via telephone and email

Troubleshoot and attempt to fix all user IT issues

Escalate unresolved calls to 2nd/3rd line or other IT platforms where required

Take ownership of user problems and follow up the status on behalf of the user and communicate progress in a timely manner

To maintain a high degree of customer service for all support queries and adhere to all service management principles

Active Directory knowledge - Creating user accounts, reset passwords, create groups etc

Setting up and management of new mailboxes and email distribution groups

General telephony administration, including new user setups

Provide general support for communications hardware (desk phones, mobiles, Wi-Fi)

General hardware support of company devices (Laptops & Surfaces)

Identify areas for improvement with a willingness to drive improvements and change for
users

Any other duties as assigned by the Service Desk Manager

Requirements:
Previous experience of a Helpdesk role
Experience of a Service Desk call logging system
Excellent communication skills and customer service
Knowledge of Active Directory and Microsoft Exchange

Purpose & Objectives of the Role

The Service Desk Analyst will provide 1st line support to all company employees and act as the central point of contact.

They will handle all IT user service desk requests and incidents. In addition, they will aim to investigate all requests and resolve where possible.

Primary Duties & Responsibilities

Excellent communication skills and telephone manner.
Excellent organisational skills
Previous Helpdesk experience
Active Directory User & Security Group administration
Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 365
Experience with using and troubleshooting Outlook 2010/2013/2016 within a network environment (permissions, calendar sharing, delegation)
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

Duties to include:

Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries

Provide support to customer via telephone, email, Skype and remote control

Receiving, logging and managing calls via telephone and email

Troubleshoot and attempt to fix all user IT issues

Escalate unresolved calls to 2nd/3rd line or other IT platforms where required

Take ownership of user problems and follow up the status on behalf of the user and communicate progress in a timely manner

To maintain a high degree of customer service for all support queries and adhere to all service management principles

Active Directory knowledge - Creating user accounts, reset passwords, create groups etc

Setting up and management of new mailboxes and email distribution groups

General telephony administration, including new user setups

Provide general support for communications hardware (desk phones, mobiles, Wi-Fi)

General hardware support of company devices (Laptops & Surfaces)

Identify areas for improvement with a willingness to drive improvements and change for
users

Any other duties as assigned by the Service Desk Manager

Requirements:
Previous experience of a Helpdesk role
Experience of a Service Desk call logging system
Excellent communication skills and customer service
Knowledge of Active Directory and Microsoft Exchange

Reporting to
Service Desk Manager

Direct Reports
n/a

8am-4.30pm (Occasional 8.30-5pm)

Qualifications/Skills/Experience required:
Minimum of 1 year's commercial experience in an IT support service desk role
Windows Active Directory
Excellent organisational and communication skills
Focused and accurate
Ability to prioritize
Good customer service skills

Preferred:
Educated to A level or Microsoft certified
Finance sector experience
Windows 2008/2012
Exchange
Office 365
Group Policy


For more information, please call Lee Barham on ************* - *****************************


This job was originally posted as www.jobsite.co.uk/job/959445597