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Service Desk Analyst

Ikuto Ltd
Closing date
12 Feb 2022

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Technology & New Media
Contract Type
Full Time
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Working as a Service Desk Anakyst (2nd line), you will be tasked with supporting an IT Managed services organisation, including 2nd line resolutions via phone, email and remote access and the production of SLA reports and continued service improvement and enhancement of their ITSM Model. You will support a variety of customers, with a focus on VDI technologies and Server Virtualisation (Citrix / VMWare/Horizon).

The ideal candidate will understand:

* VDI technologies such as Citrix / VMWare Horizon

* Hyper-V / VMware

* Service and Operational Level Agreements as well as key performance indicators

* How to communicate effectively with customers via phone and email

* Planning, prioritising and scheduling activities to meet deadlines.

* Managing and resolving 2nd Line support tickets in a busy IT Services environment.

* ITIL processes

Please note, this role will participate in a shift rota, 2 weeks out of 4 (1 of those a night shift).

Full JD available upon application
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