IT Service Desk Analyst

YourRecruit IT Ltd
18 Apr 2019
21 May 2019
Contract Type
Full Time

£18,000 to £24,500


Salary is depending on experience + excellent benefits: 25 days holiday (rising to 30 days with length of service) up to 15% bonus, x 2 staff discount cards, match up to 3% pension, Cycle to work scheme, Childcare vouchers, Life Assurance, Onsite Canteen, Excellent training and great incentives

Do you have solid experience working in an IT Support role, working on a busy Help Desk? Do you have an excellent understanding of PC Hardware, Networks and Software products with very good interpersonal and communication skills?

Then we have a fantastic opportunity for you!

The IT Helpdesk Analyst Role:

Is to provide an excellent and consistent level of 1st line IT technical support to a large number of users, dealing with up to 1000 incidents a month.

The IT Helpdesk Analyst will:

Receive IT incidents or requests from the customer and ensure that they are logged and correctly classified in line with the agreed requirements.

Diagnose all IT incidents or requests and resolve where possible following agreed support documentation and methods.

Escalate any IT incidents or requests that require further diagnosis to the correct support group and monitor the progress of these incidents or requests until resolution.

Check on a regular basis the progression of all escalated IT incidents or requests and report upon any incidents or requests that are close to reaching the agreed fix times.

Confirm with all customers who have logged an incident or request that incident or request closure can be completed prior to final closure.

Maintain a high degree of customer service at all times and adhere to any relevant service management principles.

Contact customers on a regular basis to gain feedback on the service provided by the IT Services team.

Support customers in the use of IT equipment by providing the appropriate guidance.

deal with system profile management request, ensuring that all requests for new system user profiles are completed within the required timescales and that the required level of approval has been sought beforehand.

Perform ad hoc requests as and when the job requires and participate in the out of hours IT support rota.

What are we looking for?

1 years’ experience working in a role providing IT Support

Knowledge of Windows Server 2008 / 2012 administration, Windows 7 and 10, Active Directory, Exchange etc.

In return the client is offering a generous basic salary, with outstanding benefits as well as the chance to work with a huge national organisation and well-known brand that is currently growing.

Due to the large numbers of responses we receive, despite our best efforts it is not possible to respond to every application. Therefore only short-listed candidates will be contacted for this particular role and if you haven’t heard from us within 7 days please assume you have been unsuccessful on this occasion. Please feel free however to apply for further roles and we will certainly keep your details on file and contact you with suitable vacancies. YourRecruit (IT) Ltd does not discriminate on the grounds of age, race, gender or disability and complies with all relevant UK legislation.

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