Service Desk Analyst

Recruiter
Quiss Technology plc
Location
Glascote
Posted
10 Oct 2018
Closes
08 Nov 2018
Contract Type
Permanent
Hours
Full Time
Service Desk Analyst
Permanent
£18,000- £23,000 per annum
Service Desk Analyst urgently required to join a large team of IT specialists providing desktop and server support in Tamworth, Staffordshire.
With skills gained from exposure to hardware, workstation, application and network support, the successful Service Desk Analyst could have experience in supporting corporate clients with a focus on:
* Active Directory (managing user accounts within AD)
* Group Policies (what are they, how they are enforced)
* MS Exchange (management of user accounts, ‘how do I’ support advise, access requests)
* 0365, Exchange online, Skype or SharePoint online
* MS Office 2007/2010/2013/2016 (‘how do I’ support advise, basic trouble shooting)
* MS Office 365 (management of user accounts, ‘how do I’ support advise, access requests)
* Terminal Server (trouble shooting connection issue)
Our Service Desk Analyst will provide first response telephone and remote support to clients, logging calls on our service management system or by receiving calls from colleagues. Your daily activities will include but are not limited to:
* Managing your own call queue within specified SLA’s
* Competently resolving technical issues for clients
* Always taking a quality approach to resolution
* Being mindful of client’s pressures and proactively delivering customer satisfaction
* Ownership of a call, ensuring you are keeping a client fully informed of progress at every stage
* Contributing to SMART sessions, making the most out of your 1-2-1-‘s with your leader, thus taking responsibility for sharing your current and future career goals
* Actively planning out your fully funded training plan with your leader, so as to ensure your suitability for promotion in the future into consultancy or systems engineering
You could have gained certifications within the areas mentioned below, or at least be willing to sit them as part of your personal development plan with us:
* CompTIA A+ Maintenance of PC’s, Mobile Devices, Laptops, OS and Printers
* CompTIA N+ Network Admin, Network Installations, Cable Installations
* Level 3 ICT professional apprentice
* CCNA
Given the nature of this position it would be suitable for: Service Desk Analyst, Helpdesk Analyst, 1st Line Support, 2nd Line Support, Desktop Support Analyst or any other IT support professional
Your background will show at least 12 months previous technical support experience in a busy customer lead helpdesk. Ideally from an IT services business, the successful Service Desk Analyst may also be from a customer services, hospitality or retail background.
Personally you will be:
* An effective communicator, one that is confident in their own ability
* Committed to getting the best results first time
* Dedicated and focused
* Well-spoken and presented
* Able to manage time and tasks
* A logical thinker
* Organised and methodical
* Engaging and able to work as part of a team
* A people person
* Mature and calm under pressure
* Respectful of other’s opinions
The successful Service Desk Analyst can expect:
- A career rather than a job
- Continual development through variety and challenging technical support cases
- Becoming part of a fun loving but dedicated team including staff days out, fitness, music and charity events
Quiss Technology was established in 1988, delivering first class IT support services and consultancy to the corporate market, we are market leading with our independently verified ISO 9001: 2008 and ISO 27001: 2013 certification. Investors in People and with a dedicated Talent Management team, you really will be in a safe pair of caring hands if you are successful in securing a role here with us.
This role is based in Tamworth but is commutable from Dotshill, Kingsbury, Lichfield, Coventry, Coleshill, Atherstone, Nuneaton, Burton-upon-Trent, Derby, Sutton Coldfield, Birmingham, Solihull, West Midlands or Warwickshire.
Key technical support skills include: Active Directory, Group Policies, MS Exchange 2013, Office 365, MS Office 2007/2010/2013/2016, Citrix and Terminal Server

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