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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 -7pmThe 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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