Service Desk Analyst

Recruiter
iRecruit Partners Ltd
Location
Reading, UK
Salary
Competitive
Posted
12 Sep 2019
Closes
29 Sep 2019
Ref
1192984446
Contract Type
Permanent
Hours
Full Time
iRecruit Specialist have a requirement for a 1st Line Service Desk Analyst for a rapidly expanding organisation based near to Reading.

This role will be to provide 1st line support across a wide range of technologies, ideally resolving issues at the first line stage but, if not possible, escalating to the appropriate technical resolver group.

Key Tasks:
  • Use technical knowledge to resolve customer issues.
  • Ensuring tickets are correctly logged and categorised on the Service Desk system.
  • Taking responsibility for tickets through the whole incident management process.
  • Ensuring customers are kept updated on ticket progress.
  • Ensuring contractual SLA's are met.
  • Escalating cases when potential SLA breaches may occur.
  • Escalating cases where appropriate for both internally and with customers.
  • Supporting the Field Services team when required.
  • Help develop and produce statistical data on incident management performance.
  • After a training period, there may be a requirement to join an out of hours rota.

Technical Skills:
  • Experience of working in a 1st line support environment.
  • Experience of providing support via telephone and e-mail.
  • Awareness of network environments.(routing/switching/VLANS/Security/Wireless/Telephony).
  • Knowledge of support for Windows Operating Systems.
  • Knowledge of support for Microsoft Office toolsets.
  • An understanding of infrastructure within an IT environment.
  • Active Directory Administration - Password resets, unlocking, etc.
  • Strong all-round troubleshooting skills.
  • Ability to work both on your own and as part of a team.
  • Documenting processes.
  • Comfortable with working flexible hours.

Interpersonal Skills:
  • Must have good communications skills.
  • Strong client relationship skills.
  • Creative, strategic and logical thinking.
  • Effective organisational skills.
  • Must work well in a team environment.
  • Can meet deadlines and maintain high standards even when under pressure.
  • Ability to build strong working relationships.
  • Support service improvement plans liaising with the Account Managers.
  • Must be able to work un-supervised, on own initiative.

1st LINE / SERVICE DESK / ACTIVE DIRECTORY / WINDOWS / ROUTERS / SWITCHES / WIRELESS

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