Reed Technology
London (Greater)
£200 p day
01 Dec 2017
02 Jan 2018
Contract Type
Full Time

IT Service Desk Analyst-MUST BE SC OR ABOVE SECURITY CLEARED-Active Directory/Mac/Google/Casper/SCCM/ITSM

IT Service Desk Analyst required, you must be SC or above Government Security Cleared

Key Tasks and Deliverables

  • Create accounts for new starters and troubleshoot any account access issues
  • Act as a single point of contact for staff regarding escalated IT issues and queries
  • Prioritise workloads to deal with daily set tasks and ad-hoc work
  • Receive, log and manage calls from internal staff, via email, customer portal or walk-ups
  • Maintain the Asset Database and track changes when issuing or collecting hardware/software to users
  • Provide 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, Smartphones, laptops, PCs and Printers
  • Escalate unresolved calls to third line support if unable to resolve yourself
  • Log all work in the Service Desk Call Logging system
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • Demonstrate a high degree of customer service for all support queries and adhere to all service management principles
  • Provide statistics for the weekly Service Desk report on call trends from the service desk, using the ITSM tool
  • Publish support documentation to assist staff with requests for information & provide staff training if required
  • Smartphone account management and provision and iOS/Android mobiles and tablets
  • Procure external technical support where problems cannot be resolved in house
  • Self starter and must be able to work unsupervised
  • Be fully flexible to assist with any IT Service desk tasks required
  • Be able to particiate and work as a team player

Experience required

  • Minimum 3 Years previous IT Service Desk Analyst experience
  • Incident Management experience - Managing incidents including business expectations and communication
  • Basic User & Security Group Active Directory administration
  • Strong knowledge of Microsoft based and Mac OS X operating systems
  • Experience with using and troubleshooting Google platform (gMail, Calendar, Drive, etc), Casper, SCCM, ITSM Tools
  • Excellent communication skills and telephone manner
  • Very strong documentation/process writing skills required

Reed Specialist Recruitment is an Employment Agency and an Employment Business for permanent and temporary recruitment. In response to your application Reed will contact you by phone, email or SMS to discuss it and related opportunities. You can opt out at any time using the links provided.

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