Support Desk Analyst

Recruiter
Advantage Resourcing
Location
Yeovil
Posted
17 May 2019
Closes
21 May 2019
Contract Type
Permanent
Hours
Full Time
1st Line Support (Service Desk Analyst)

Advantage Resourcing is seeking candidates to be available for a 6 month Service Desk Analyst contract working with an established Defence client in the Yeovil area.

In this vacancy you will provide IT Service Desk first line support in response to telephone and on-line help requests, incident management and problem resolution for the Engineering Products and Services applications supported by the Infrastructure Service Competency Centre.

Please note due to the nature of the client and projects, we require candidates to either be security cleared or be willing and eligible to go through security vetting for the role. Please bear this in mind before applying.

Responsibilities:

* Answering telephone requests from both internal staff and Customers
* Triage and data entry of Customer support call details on a Service Desk System
* Allocation of IT support calls to 2nd and 3rd line IT & Engineering support groups
* Process in a timely manner all Customer Request Fulfilments, Incidents & Problem Management tickets.
* Processing all first line Service Desk request. Password resets, account management requests etc.
* Management of IT & Engineering support groups within the Service Desk application
* First line support activities managing aspects of Microsoft Active Directory account administration

Functional Knowledge

* Working Knowledge of Comvault or other Backup technologies
* Basic understanding of IT terminology, processes and approaches in a range of situations. Basic knowledge in use of tools, techniques and systems
* Customer focused with a good telephone manner
* Excellent organisational skills with the ability to adapt quickly to various situations.
* Awareness of ITIL & Service Management
* Knowledge of Microsoft Office packages, especially Word, Excel and PowerPoint as well as Microsoft Outlook

For more information please contact Martin Hartshorne at Advantage Resourcing. The internal reference number of this vacancy is 824843

Please note that due to the high number of applications it's not always possible to provide detailed feedback to all candidates, please accept my apologies for this

Advantage Resourcing is a service driven recruitment consultancy.

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