Service Desk Analyst

Bench IT
Chelmsford, UK
16 Aug 2019
24 Aug 2019
Contract Type
Full Time
1st & 2nd Line Support Engineer, Business/Financial Services. Service Desk based in Brentwood

Windows 7/Windows 10 MS Office 2010/2013/2016- Office 365

Active Directory

Mobile Device Management (Windows phones and iPhones )

Windows Phones/iPhone SE deployment

Basic networking skills eg TCP/IP,

Working in a customer driven demanding support desk environment supporting users throughout the firm (London, Essex and Regional offices )by providing telephone, remote access and deskside support

Providing first and second level support for hardware and applications as part of our IT Service Desk. Take ownership of incidents and requests recording, prioritising, regularly updating tickets and users, investigating and troubleshooting to identify the root cause through to resolution. When necessary escalate to other technical teams with appropriate detail to describe the issue and investigations carried out

Consistently deliver high levels of customer service and best practice standards by considering business objectives, IT policies, processes and procedures. Always supporting and driving a customer care philosophy that ensures customer satisfaction

Ensure continuity of incidents and requests by working with team members and the Senior Service Desk Analyst and Manager to identify appropriate levels of escalation where necessary

Provide proficient system administration for the Joiner, Leaver and Transfer process using knowledge of Active Directory, Exchange,

Perform hands-on tasks eg installing, configuring and upgrading hardware and software; computer deployment, setting up mobile phone devices etc.

Written and oral communication skills Experience of working in a team-oriented, collaborative environment.

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