Service Desk Analyst - Financial Services Company - Bedford - £26,500 Bonus

Employer
Henderson Scott
Location
Bedford, UK
Salary
Competitive
Closing date
26 Oct 2020

View more

Sector
Technology & New Media
Contract Type
Permanent
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Service Desk Analyst - Financial Services Company - Bedford - £26,500 + Bonus

Highly successful and growing company are recruiting for a Service Desk Analyst will be joining a team of highly performing Analysts who currently support the organisations 2,500 users. The Service Desk Analyst will be responsible for dealing with any IT related query as the 1st point of contact. This could be over the phone, face to face or via email.

The SDA must have worked in a similar role for ideally 24 months. They must have experience of call logging, call handing, prioritising tickets and must understand Incident Management as well as queue management and have performed within SLAs in previous roles.

The successful SDA must have excellent Customer Service skills, a superb phone manner and great attention to detail.

- VIP user support to senior management 200+

- Managing tickets via service management tool ITSM

- Advanced troubleshooting and root cause analysis

- Liaising with and delegating tasks to relevant teams for escalation

- Supporting IT Support Manager and escalating support issues to Head of IT where necessary

- Basic network troubleshooting

- Mobile device support (Apple/Android)

- Active Directory Users and Computer administration

- Windows 7x/10 support

- MAC OS X support

- Participate in ad-hoc support requests, Desk moves, Desk side support

- Supporting the business core hours 7am to 7pm rota basis (Mon-Fri)

- Supporting the business out of hours 6pm - Midnight rota basis (Mon-Fri)

- Acting as a Major Incident owner during a reported MI (following the documented MI process)

Knowledge and Experience
  • IT Industry experience
  • Microsoft Windows 7+
  • Windows Server 2008+
  • Active Directory
  • Microsoft Exchange
  • Office 365
  • Minecast
  • Skype Business
  • SCCM
  • ITIL Best Practices
  • Remote Support Tools

Professional Qualifications
  • NARelevant professional IT Qualifications
  • ITIL Foundation

Service Desk Analyst - Financial Services Company - Bedford - £26,500 + Bonus
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