Service Desk Analyst

Mploy Staffing Solutions
11 Jan 2018
12 Feb 2018
Contract Type
Full Time
  • Ensure all incidents and Service Requests are successfully and accurately identified, categorised, prioritised, diagnosed and managed in the Service Desk IT Service Management Tool.
  • To carry out qualitative checks on the Incident Management process and provide excellent and clear communication of Incidents.
  • Troubleshooting and resolving problems associated with software and hardware for both local and remote customer environments.
  • Configure network and PC software for new members of staff, staff movements, network printer administration and other repetitive activities as well as administration required for staff departures.
  • Ensuring incidents and service requests are resolved or updated within the SLA's.
  • Responsible for keeping senior team members informed of unresolved issues or problems.
  • Managing workload demands to tight deadlines.
  • Managing AD Group memberships.
  • Managing Web and email filtering permissions.
  • Following up with users to ensure issues have been adequately resolved.
  • Following documented procedures and utilising centralised tools.
  • Developing effective technical documentation for end users as well as for technical installation documentation for team members.
  • Updating knowledge and asset databases.
  • Daily system checks, backup and system checks.
  • Interfacing with 3rd party vendors when necessary.
  • Managing PC setup and deployment.
  • Troubleshooting Start-up issues, Hardware Device, Device Driver, and Performance Issues.
  • Troubleshooting Network Connectivity Issues.
  • Use of Remote support tools.
  • Troubleshooting Security Issues, Internet and Access Issues.
  • Troubleshooting enterprise logon issues e.g. hardware vs. network; password expiration.
  • Troubleshooting enterprise network connectivity issues. e.g. determining scope of issue; determining whether it's a PC, server or a network connectivity issue; TCP/IP; hardware and cabling; proxies; default gateway.