1st Line Helpdesk / Service Desk Analyst

Recruiter
DCV Technologies
Location
Aylesbury
Posted
14 Apr 2018
Closes
20 Apr 2018
Contract Type
Permanent
Hours
Full Time
1st Line Helpdesk / Service Desk Analyst

We have a fantastic opportunity for an experience Helpdesk / Service Desk professional to provide user support for a wide variety of basic user support inquiries related to general IT issues. Responsibilities include solving support requests for defined services, review and escalation of service requests to second or third level support personnel per defined procedures.

ESSENTIAL JOB DUTIES & RESPONSIBILITIES
· Assign open request support desk tickets to appropriate resource.
· Process password reset/unlock for network and SAP
· Create user accesses
· Update user profiles (SAP and local printers)
· Provide logon help with extranet, intranet and share point
· Respond to requests for technical assistance in person, via phone, electronically.
· Advise users on appropriate actions. Follow standardized operating procedures.
· Log all help desk interactions and provide initial documentation for knowledge article creation.
· Administer help desk software.
· Identify and escalate situations requiring urgent attention.
· Stay current with system information, changes and updates.
· Create knowledge articles as appropriate.
· Other duties as assigned.

EDUCATION & EXPERIENCE REQUIREMENT
· Detail-oriented, self-starter with strong communication and organisational skills.
· The successful candidate will have a proven ability to multi-task and work collaboratively as well as independently in a dynamic and entrepreneurial environment.

Experience:
1 to 2 years experience in an IT/IS focused training program or IT help desk / Service Desk / /customer service environment.

PREFERRED SKILLS & ABILITIES
· At all times works with a sense of urgency and commitment to understand business partners urgency and impact of concerns.
· Meet or exceed service level agreements when dealing with incident, change, or problem management.
· Contribution to continuous improvement programs.
· Additional key competencies include problem solving, root cause analysis, and creating a trusting environment.
· Effective oral and written communication skills, learning skills, customer service orientation, problem analysis, problem-solving, adaptability, planning and organizing, attention to detail, participant in continuous improvement, stress tolerance.
· Basic understanding of business systems ERP systems like SAP functionality is a plus.
· Candidate may require working non-standard hours, weekends, or on-call duties.
· Well organized with the ability to multi-task and work with minimal supervision

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