Service Desk Analyst

STR Group Services
11 Feb 2018
16 Feb 2018
Contract Type
Full Time
Service Desk Analyst - Sandy- Contract- £17 per hour

Our client are a large private sector organisation who are looking for a Service Desk Analyst to provide a single point of contact for all IT related issues and requests.

Job duties will include;

* Conduct routine creation, modification, and deletion of end user access to a number of users.
* Conduct Software Installations manually and using Remote Access Tools
* Responsible for PowerShell and scripting of automated services. Make amendments when required
* Monitor incoming service channels and ticketing system, and respond to customer requests in a timely manner
* Document processes so that they can interpreted, maintained and enhanced.
* Respond to and troubleshoot reported problems pertaining to the access control and integrity.
* Provide 1st level technical support and advice to users covering a range of IT services, ensuring that all phone calls, emails and portal-generated support requests are logged and categorised appropriately using the IT Service Management system.
* Resolve incidents and fulfil service requests in accordance with defined SLA targets, using remote takeover/management tools as and when required.

Skills and Experience needed:

* Excellent customer service skills and experience
* Good ITIL foundation-level knowledge, skills and experience
* Solid experience of providing high quality 1st first line/telephony-based support to a large user base (c5,000 users upwards) within an ITIL-aligned IT Service Desk environment using IT Service Management tools and supporting systems.
* Solid experience of resolving IT incidents, fulfilling service requests and provisioning account/access requests for business applications
* MS Windows (V7/V8/V10),MS Office Product Suite (2010 and above)
* Active Directory Services/Group Policy
* MS Exchange/Outlook
* System management/remote takeover tools
* Desktop/laptop/Mobile devices (hardware and software)
* Office 365 applications
* Experience of producing and improving IT Service Desk documentation and knowledge articles
* Experience of co-ordinating the provision of support for incidents, service requests and access requests with internal and external service providers

For further information and to apply please send a copy of your up to date CV

STR Limited is acting as an Employment Business in relation to this vacancy

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