Service Desk Analyst

XLN Telecom
07 Feb 2018
13 Mar 2018
Contract Type
Full Time
An exciting opportunity for a Service Desk Analyst to join a busy and award-winning organisation. Based in ourmodern offices in central Sheffield, the successful candidate will have responsibility of ensuring smooth operations of user and system hardware and software used by the XLN team, execute changes and improvement, ensure that maintenance, improvements and actions do not affect the business negatively.

Areas of Responsibility:

•1st and 2nd line support - troubleshoot desktops and servers for any hardware and software issues, troubleshoot network issues, troubleshoot user equipment such as iPhones, laptops, tablets.
•Take ownership of faults and managing them in a logical and methodical manner, and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
•Escalate all unresolved cases to 3rd line support and to suppliers and vendors.
•Support the in-house CRM software.
•Contribute to infrastructure upgrades – new software rollout, hardware refresh, and network equipment upgrade.
•Have knowledge of the network layout and configuration within the office, including external VPN links to be able to perform troubleshooting of both internal and external connectivity issues.
•Maintain and develop own knowledge and skills to assist with first time fault resolution.
•Share knowledge with team colleagues by publishing knowledge base articles and organising cross-training.
•Create/disable user accounts and mailboxes, reset passwords, create groups, and assign permissions.

Role Requirements:

•Excellent communication skills, organisational skills, and issues ownership.
•Knowledge of LAN, TCP/IP, DHCP, DNS, VPN.
•Knowledge of Active Directory, Group Policies, Exchange.
•Knowledge of Microsoft Windows 7 and 10, Microsoft Office.
•Liaising with suppliers to get hardware replacements and ability to replace them.
•Ability to understand, communicate and resolve issues in a clear and concise manner

If you feel that you meet the above criteria and are eager to get stuck into a fast paced and varied role, hit 'apply now' and our recruitment team will be in touch

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