Service Desk Analyst-OUT OF IR35-MUST HAVE CURRENT SC CLEARANCE

Recruiter
Reed Technology
Location
London (Greater)
Posted
10 Feb 2018
Closes
15 Feb 2018
Contract Type
Contract
Hours
Full Time
Service Desk Analyst-OUT OF IR35-MUST HAVE CURRENT SC CLEARANCE



Key Tasks and deliverables
  • Act as a single point of contact for staff regarding IT issues and queries that are presented
  • Prioritise workloads to deal with daily set tasks and ad-hoc work
  • Effectively manage own travel plans if required to visit other sites
  • Receive, log and manage calls from internal staff via email or customer portal
  • Maintain 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, such as Smartphones, laptops, PCs and Printers
  • Escalate unresolved calls to third line support
  • Log all calls in the Service Desk Call Logging system (Jira)
  • 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 using ITSM tool
  • Publish support documentation to assist staff with requests for information & provide staff training if required
  • Through Active Directory; create user accounts, reset passwords, create groups, etc.
  • Smartphone account management and provision and iOS/Android mobiles and tablets
  • Procure external technical support where problems cannot be resolved in house




Experience required

Essential
  • 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 Tool (LanDesk)
  • Excellent communication skills and telephone manner as you will be dealing solely with customers on a face to face basis.




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.
This job was originally posted as www.cwjobs.co.uk/job/79984194

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