IT Service Desk Support Analyst

£18000 - £20000 per annum
13 Feb 2017
13 Mar 2017
Recruitment Genius Ltd
Contract Type
Full Time
Do you want to work for a growing, ambitious & forward-thinking managed-IT-services Microsoft Gold Partner?

As one of the 1st line analysts you'll be responsible for a mix of break-fix incidents & service requests from multiple clients.

Having a high level of professionalism & attention to detail could give you the opportunity to join the fast-paced environment of their new office (just off J19 of the M5) where you'll work on a wide range of leading edge technologies, further your skills through experience & training (dedicated in-house technical trainer) & work with a cooperative team of enthusiastic IT professionals. You will operate predominantly on the service desk but also have chance to work on PC hardware in their workshop deploying operating systems, resolving hardware issues, & installing upgrades. You'll need to be able to work under pressure & prioritise your workload. Staff are highly valued & their office provides a private car park, bicycle shelter, large staff breakout area & excellent facilities.

You'll have at least 6 months experience in a customer service-related field, ideally with recent industry qualifications (ie: A+, N+, Microsoft Windows 8 support), preferably experience of working in a medium to large corporate environment, experience in Windows 8/10, Server 2012, Office 365, troubleshooting PC hardware & software problems, experience of using a service request ticketing system, a keen interest & evidence of your ongoing development of professional skills including excellent customer service.


- Have a good understanding of our clients, gather information, identify issues & troubleshoot to a successful conclusion
- Carry out hardware & software troubleshooting
- Answer calls, log cases & resolve technical incidents & service requests efficiently in accordance with internal processes & procedures
- Maintain effective customer service & communication with 3rd parties & the client at all times; place fault calls via third party suppliers for hardware & software incidents; following through to resolution or escalation to another team
- To keep both their case management system & our customers up to date at all times

Personal Attributes:

- Team player with good interpersonal & communication skills
- Positive attitude, adaptable 'can do' approach, reliable, good work ethic
- Willingness to learn
- Good personal presentation & timekeeping
- Ability to remain calm under pressure, multi task & prioritise
- Ability to deliver exceptional customer service, politely & in a timely manner

Technical Skills & Experience:

- Demonstrate a logical approach to troubleshooting
- Excellent working knowledge of Windows desktop O/S
- Good working knowledge of MS Active Directory
- Working knowledge of server O/S & network architecture (DNS, DHCP, TCP/IP)
- Basic MS Exchange admin skills
- Working in a similar helpdesk environment

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