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Service Desk Analyst

Job Reference: 103

Date: 2nd April 2018

Position Type: Permanent

Location: Birstall / Batley (WF17)

Salary: £18,000 - £18,000 per annum + Benefits + Training

Job description:


A Fantastic opportunity has arisen for x5 Service Desk Analysts to join a reputable organisation based in Leeds.​Working hours - 7am -7pm​The key role of a Service Desk Analyst is to provide first line support and offer problem resolution to external customers, assisting them with hardware and software problems via the phone and email.​Skills/experience required for a Service Desk Analyst;​

  • A good technical knowledge of Windows 7, 8 & 10.

  • Windows Server and MS Exchange Administration/support including Active Directory

  • Microsoft Office

  • Remote Control Software i.e. VNC, Dameware, Bomgar

  • Excellent telephone manner

  • Ability to effectively communicate with both customers and colleagues

​​Responsibilities for a First line support analyst;

  • Logging and categorising calls on the call logging system with high standards of detail

  • Proactive in providing feedback to the user regarding an issue until a resolution can be found

  • Liaising with intermediate support teams within the department and also third party companies

  • Record clearly and concisely the fault and resolution at a detailed level and in line with any timescales set out in the Service Level Agreement

  • To manage the support provision from any third party supplier's

  • To provide trend analysis from Service Desk software including assisting with of daily/weekly reports

  • To provide customers with regular updates and agree call resolution before closure

  • Making sure that a suitable level of first time fixes is achieved without escalating the problem

  • Housekeeping tasks, monitoring, checking and dispensing fixes for known issues as small as they be

  • Escalate unresolved incidents to second line support teams

​Desirable Knowledge and experience for a service desk analyst but is not essential;​

  • Experience with ITSM tools such as HP Service Centre and Service Now

  • Any experience of Citrix, backup solutions and cloud computing environments would be beneficial

  • ITIL Foundation certification

​So, if you are looking for a new challenge and the opportunity to learn and share knowledge with others, then please apply now!

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