Service Desk Analyst

121 Jobs
Hampshire, UK
14 Jun 2019
27 Jun 2019
Contract Type
Full Time
Our client is seeking a Service Desk Analyst on an initial 3 month contract with the possibility of an extension.

Working Hours:

37 Hours per week

Monday - Friday

Pay Rate:

£9.50 p/h

Job Purpose:

You will deliver exceptional customer service through the effective logging, investigation and resolution of IT incidents, problems and requests. This is a very busy and challenging environment. You will be expected to manage your own call queue.

Duties and Responsibilities:

* Act as the first point of contact for all queries and issues, primarily via telephone calls but also incidents raised through a self-service portal, email and face to face.

* Resolve calls at first point of contact.

* Troubleshoot a wide variety of problems and then identify and deliver practical solutions.

* Administer parts of the technical environment, including user account administration.

* Install and support a variety of software packages and hardware devices.

* Be required to cross-skill with 2nd line support colleagues.

* Create technical documentation and user guides.

Skills and Experience:

1 IT Service Desk Experience

2 Have experience of providing an excellent customer experience.

3 Tenacity in pursuing resolution of difficult issues.

4 Have experience of dealing with difficult people and challenging situations.

5 Have experience of managing relationships with customers, colleagues and suppliers.

6 Have experience of finding and delivering solutions that are creative, fit for purpose and achieve fantastic outcomes for customers.

7 Creating documentation in a clear and concise way and following best practice.

8 Consistent, supportive, proactive and flexible in the way you deliver.

9 Positive and energetic, and take pride in your and our success.

10 Responsible and accountable for delivery of your personal tasks and outcomes.

11 A major contributor, who is committed to team success.

The following areas would be desirable:

1 Active Directory / Windows administration.

2 Microsoft Office - intermediate/advanced (2010/2013/2016)

3 Windows 7 & 8.1 and 10

4 Using the telephone in a service desk environment.

5 Using a Service Desk logging system.

6 Supporting users of software applications.

7 Exchange Admin.

8 RSA Token Management.

9 Hardware Support for Desktops and Laptops.

10 Mobile Device Management.

11 Power shell.

For this role you need the following:

- 2 Written references

- You are eligible to work in the UK

- A suitable NI Number

Disclaimer: By applying for this role, you give consent for your information to be forwarded to our Client(s) and information of which may be retained within our databases

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