Service Desk Analyst

Concept Information Technology Limited
£20k - 25k per year
22 Nov 2017
03 Jan 2018
Contract Type
Full Time
Service Desk Analyst - Oxford - 25k

I am looking for an experienced 1st/2nd line Service Desk Analyst to join a fast expanding IT Solutions Company based in Oxford. This is the chance to improve on your own knowledge and capabilities within IT. Do you have a keen interest in IT and want to progress and climb the ladder? If so then this could be the role for you!

You would be providing support to customers via telephone and remote support as part of the Service Desk Team.

Key responsibilities:

1. Taking calls on the helpdesk via ticketing system/email or phone and working to complete tickets to resolution

2. Scheduling the field engineers for site visits.

3. Being an escalation point to the rest of the helpdesk team

Working hours:

The helpdesk provides support 7 days a week between the hours of 8am and 10pm however the hours for this role are Monday to Friday, 8am to 5pm including all bank holidays except Christmas Day. As this role does include working 8 of the bank holidays, the holiday entitlement is increased for this role to 28 days over the standard 20 to compensate.

Some weekend cover may be required due to holidays, TOIL will be given during the weekend week to compensate.

Essential Requirements:

* Working in a 1st and 2nd support role with a minimum of 2 years

* Ability to use remote support applications.

* Excellent client-facing skills, including ability to handle demanding customers with tact and diplomacy.

* Excellent communication skills.

* Excellent phone manner.

* Understanding of networking technologies.

* Experience of working in a ticket management environment - previous use of Active Directory is a bonus.

* Self-motivated and driven with a keen attention to detail, with the ability to use their initiative and without direct supervision.

* Any experience of working in Retail IT / helpdesk would be advantages

If all of the above sounds like you then please don't hesitate to get in touch. Send your latest CV to:

********************************** - Sophie Mills - *********** - IT Recruitment Consultant

Service Desk Analyst - Oxford - 25k
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