service desk analyst

Recruiter
IT Resourcing/IT Professional Services
Location
Whitstable, UK
Salary
Competitive
Posted
14 Sep 2019
Closes
18 Sep 2019
Ref
1240950550
Contract Type
Permanent
Hours
Full Time
Capita IT Resourcing are currently recruiting for a Service Desk Analyst to join our Whitstable based office. The successful candidate will provide technical support to customers and resolve issues in line with relevant Service Level Agreements and objectives.

Responsibilities for the role:
- Act as the initial point of contact for any customer issues and provide technical support to end users
- Gain an accurate understanding of user issues and requirements and appropriately transfer information to central knowledge systems
- Escalate tickets to the appropriate resolver group, Service Desk Leads and management in a timely fashion
- Accurately log, update and maintain incident records and tickets
- Follow incident and change management procedure in line with documentation
- Proactively review issue trends and raise awareness within the team
- Develop and maintain knowledge of customer IT systems
- Maintain cohesive working practices within the team to ensure efficient resolution of customer issues
- Develop and maintain their own knowledge and skills in line with new technologies

Essential knowledge and skills:
- Active Directory
- Microsoft Windows
- ITIL Framework
- Excellent interpersonal and customer service skills
- The ability to use initiative and creatively solve problems

Working hours between 08:00 - 18:00

If you are interested in the role and would like to apply, please send me your CV in response to this advert for immediate consideration.

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

This job was originally posted as www.totaljobs.com/job/87679406

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