Service Desk Analyst

Solos Consultants Limited
11 Nov 2017
16 Nov 2017
Contract Type
Full Time

Our Client is currently looking for a Service Desk Analyst to join their team and provide technical 1st/2nd line support.

Job Purpose:

To provide effective technical support to the clients contract customers, for desktop/laptop/printer/application issues and basic network/server troubleshooting and administration. To communicate effectively with the customer and manage technical queries in line with our client?s standards and customer specific SLA?s.

Day to day jobs would be:

  • Resolve issues in a competent manner, whilst communicating professionally with the customer and other members of the team.
  • prioritise, progress and resolve technical queries and service requests assigned to the individual in accordance with standard and customer specific service level agreements
  • Call resolution ratio?s meeting SLA?s
  • Log all calls to a high standard of detail
  • Provide customer feedback
  • Relay information back to the user in an understandable format
  • Be responsible for completing specific technical projects as designated by the Service Management Team e.g. Service Transitions

The successful candidate will:

  • Be able to demonstrate IT related problem solving skills
  • Demonstrates good problem solving skills
  • Have experience with IT infrastructure support working across a range of up to date technologies including Office 365, Exchange 2013, Windows 10, Active Directory, Apple OSX and iOS
  • Have a strong telephone manner and provide a high level of customer service.
  • Good written communication skills.
  • Operates well un-supervised
  • Able to remain calm under pressure
  • Have strong organisation and prioritisation skills
  • Relay technical information back to the user in an understandable format

This is a fantastic opportunity to join an established organisation with opportunities to progress and develop.

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