Service Desk Analyst / IT Support Analyst

Recruiter
Avocet Strategic Resourcing
Location
Dudley
Posted
12 Jan 2018
Closes
12 Feb 2018
Contract Type
Permanent
Hours
Full Time
My client is a market leader with over 800 sites across 40 countries - making it a true global player - and it is looking for additional Service Desk Analysts to join its busy Service Desk providing first and second line technical support to the 3000 strong user base. The role calls for great team players with excellent problem solving skills and good technical knowledges to analyse, diagnose and resolve users’ issues. One of these roles may be taken on a 6-9 months fixed term contract Key Responsibilities:- ? Acting as a single point of contact ( SPOC ) ? Management and resolution of incidents, problems and service requests reported to the IT Service Desk in line with SLA ? Incident Management ? Problem Management ? Fulfilment of Service Requests ? Take ownership of problems and communicate on progress ? To maintain a high degree of customer service for all support queries and adhere to all service management principles ? Escalate issues when required ? Potentially act as a Subject Matter Expert ? Assist with Trend analysis ? Contribute to the dedicated Knowledgebase ? Participation in audit activities related to the Incident and Problem Management process ? Identifying and recommending cost reduction initiatives where relevant Skills Required:- ? A good working knowledge of computer hardware and software, specifically Microsoft and Apple Operating Systems, Microsoft Active Directory, Group Policy and Managed Desktops ? Have a good understanding and working experience of technologies such as SQL, Microsoft Office applications, HTML, Javascript, CSS, Unix, Windows, IOS ? Excellent interpersonal skills, including written and verbal communication skills ? Strong customer service focus ? Demonstrate strong troubleshooting, analytical and problem solving/root cause skills ? Be experienced in working in a customer facing Support or Service Desk role ? Have a recognised professional and technical qualification : eg ITIL Foundation ? A good working knowledge of computer hardware and software, specifically Microsoft and Apple Operating Systems, Microsoft Active Directory, Group Policy and Managed Desktops ? Graduates preferred but consideration will also be given to candidates with a good all round knowledge of business processes and systems This role would suit an experienced SDA who enjoys technical troubleshooting and who thrives on a customer focused service delivery. In return my client is offering a competitive salary and benefits package and an excellent working environment. To find about more about this exciting role, call Keith Wilkins today for an informal chat or send through your CV for review. Avocet Strategic Resourcing is acting as an employment agency in regard to this role. Please note that every application received is personally reviewed by our team - Avocet Strategic Resourcing does not use automated screening tools. Applicants must be eligible to live and work in the UK to apply for this role