Desktop Support Analyst

Shaw Daniels Solutions
New Malden
From £18,000 to £23,000 per annum £21,000 - £23,000 plus 31 days holid
09 Nov 2017
16 Nov 2017
Contract Type
Full Time

£21,000 - £23,000 plus 31 days holiday (23 days holiday + 8 days bank holiday) + Pension + training + Certifications + Healthcare Scheme + Childcare Vouchers + Corporate Gym Membership + flexi benefits Location: West Sussex and New Malden based

My client are in the middle of a massive growth spurt and restructure and with this in need of staff including 2 Junior Desktop Support Analyst. If you are currently in a 1st line support role and looking to join a growing company then you need to contact us now.

As a member of Service Operations, you will play a key role in the delivery of high quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service.

This position requires troubleshooting, problem-solving and technical skills using various diagnostic tools. In addition, strong inter-personal skills are required to guide customers through situations, providing the customer satisfaction. This may often be under challenging conditions.

Desktop Support Analyst

Technical Experience

·Basic experience in troubleshooting relevant, common technologies such as:

·Microsoft Windows Operating Systems.

·Microsoft Office, 365 and other associated applications

·Common Business Applications

·Building of hardware

·Networking skills

Any exposure to the below would be a major advantage

·Microsoft Windows Operating Systems including Active Directory, Group Policy.

·Virtualisation (e.g. Vmware, MS Hyper-V)

·Enterprise Storage (Netapp, Dell EqualLogic)

·Microsoft Exchange.

·Cloud Technologies (Office 365, Azure)

·Networking (configuration of firewalls, routers and switches)


Desktop Support Analyst

Job Requirements/Experience

·Receive and respond to incoming customer calls, applying First Time Fixes wherever possible

·Monitor and progress incoming emails and progress to the relevant Service Area

·Assess, Troubleshoot and Resolve all End User Computing issues using known troubleshooting methodologies

·Resolve Standard Service Requests related to End User Computing

·Adhere to a strict ITIL environment ensuring that all ITIL and ISO processes are followed.

·Work with your colleagues to answer incoming calls, raise relevant cases and act as an overall first point of contact to end users.

·Ensuring that, at all times the customer is fully aware of the status of their case.

·Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.

·End User computing services to the customer beyond that provided from our offices as required.

·Assist Problem Management by using all the information to hand to identify, prevent or resolve ongoing or potential issues.

·Ensure that all work carried out for customers is recorded in the in-house systems accurately such that work is charged correctly and no work is undertaken unbilled that should be billable or charged to the wrong contract/contract line.

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