Service Support Analyst

Recruiter
Hays IT
Location
Leeds
Posted
15 Apr 2018
Closes
18 Apr 2018
Contract Type
Permanent
Hours
Full Time
IT Support / 2nd Line Senior Service Support Analyst Leeds Up to 28,000 Your New Company My client is a leading organisation within its sector and are looking for a Senior Service Support Analyst to join their Leeds team. Your new role As a Service Support Analyst you will report in to the Support Team Leader, you will provide support and assistance to employees (users) with regards to IT services provided by the organisations UK IT department. The Service Desk is the single point of contact for all user incidents, service requests and communications, it is a key function for delivering quality IT services to company employees. What you need to succeed You will have demonstrable experience within an IT Service Desk role, you will act as the single point of contact for phone calls, email tickets and walk-ups from end-users regarding IT issues and queries . You will also have experience in: Undertaking technical troubleshooting to identify the root cause of IT incidents to ensure correct resolution is applied Managing the resolution of incidents for the Service Desk and in compliance with SLAs 1st line Service Desk incident logging and password resets Managing the resolution of incidents for the Service Desk & in compliance with SLAs 1st line Service Desk incident logging and password resets Technical incident resolution for workstation services (desktops/laptops, mobile devices, IP telephony) Providing advice and training on conferencing services (videoconferencing, telephone conferences and web meetings) to end users Visit remote locations to provide on-site support where required Deploying and asset manage desktop/laptop environment for both hardware & software Troubleshooting of basic networking issues Escalating incidents to the relevant IT teams or third parties Knowledge & Skills also required Good knowledge of ITIL & IT Service Management best practices Proficient in all recent Windows desktop versions: deployment, configuration, maintenance, software distribution (SCCM), patching (WSUS) and management - and associated technologies Microsoft Exchange concepts & administration Good knowledge of the Microsoft Office software suite Active Directory BlackBerry and Apple (iOS) mobile devices and supporting mobile device management platforms Citrix application publishing technology Backup and restore administration and associated technologies Basic networking knowledge Experience of request fulfilment and incident management within an ITIL-based organisation Substantial experience in desktop and mobile devices management and support Experience in asset management within the ITIL framework and associated CMDB tools Experience in writing technical documentation, IT procedures and user guides Experience of delivering exceptional customer service Minimum 2 years of experience in a similar role, ideally 3-4 years A+ certification or Microsoft Certified Professional (MCP) or equivalent through experience ITIL certification What you'll get in return In return you will receive a competitive salary of up to 28,000 + excellent benefits annual leave + banks, excellent pension and much more. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call Emily Prescott-Good for further information Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk - provided by Dice ACTIVE DIRECTORY, ASSET MANAGEMENT, BLACKBERRY, CITRIX, INCIDENT MANAGEMENT, IOS, IP TELEPHONY, ITIL, ITIL CERTIFICATION, MCP, MICROSOFT, MOBILE, SERVICE MANAGEMENT, WINDOWS, WSUS

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