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Service Desk Analyst


Job reference:136

Location: Cardiff

Salary: £21,000

Job Type: Permanent

Date posted: 29/8/18


A fantastic opportunity has arisen for a Service Desk Analyst to join a well-established organisation based in Cardiff.

This is a great opportunity for someone with 6 months - 2 years' service desk or IT support experience, looking to expand their knowledge and work with other intelligent IT professionals.

As a Service Desk Analyst you will have the following skills/experience:


Essential skills and abilities for a IT Service Desk engineer;

·Good understanding of a wide range of end user devices and operating systems including (but not limited to): PCs, tablets and mobile devices. Microsoft Windows and Apple Mac OS.

·Understanding of enterprise Microsoft technology such as Active Directory, file and print services and domain administration.

·Basic knowledge of backup and restore procedures.

·Knowledge of cloud office productivity suite administration (Office 365, Google Cloud etc).

·Ability to diagnose and resolve technical issues as reported by customers, within own skill set. Able to determine where escalation is required.

·Outstanding customer service skills, demonstrating ability to empathise with a wide range of clients across diverse industries and technical proficiency..

·Understanding of when and how to escalate tickets to second or third line support staff.

·Excellent written and verbal communication skills.

·Understanding of SLA and KPI terminology and how they apply in the context of a managed IT service provider.


Desirable skills and qualifications for a IT Support Analyst;


**Please note that the below requirements are just desirable and are not essential for the position**

·Twelve months working in a customer focused IT role, such as a service desk, or technical support function.

·Degree in IT, Computer Science or relevant field.

·ITIL v3 Foundation certification

·Proficiency in additional languages.

·Experience of using the Autotask professional service automation tool.

·Professional qualification such as A+, MCSA or CCNA.

·Membership of a relevant professional body. E.g. BCS, CompTIA


Responsibilities for a Service Desk Analyst;

·Diagnose, prioritise and investigate incidents according to agreed procedures, seeking to restore service and / or resolve the incident where possible.

·Perform remote troubleshooting through diagnostic techniques and directed questions.

·Ownership of tickets from creation to closure, providing timely and relevant updates to clients.

·Escalation of unresolved tickets to relevant groups or identified team member.

·Assist in the problem management process and ensure all relevant information is logged to avoid rework following ticket escalation.

·Assist senior engineers with investigation and resolution of network and infrastructure problems where necessary. Carry out specified maintenance procedures as directed.

·Act as a first point of contact for incidents arising within customer applications. Escalate where necessary to internal groups and / or liaise with application vendors.

·Documentation of incident resolution and creation of knowledge base articles to assist clients and internal teams.

·Contribute to request fulfilment by carrying out routine administration tasks such as password resets and security group membership updates to agreed procedures.

·Assist service delivery manager through regular updates on ticket queues and suggest improvements in service desk processes. Proactively monitor tickets and escalate to service delivery manager or team leader as necessary.

·Receive and prepare IT equipment such as computers, printers and network equipment to send to client sites. This includes asset management procedures, preparation of delivery documentation and sending equipment via courier. Apply basic configuration to allow senior engineers to complete configuration in specific circumstances.

·Maintain accurate records in line with current legislation.

·Provide accurate information on IT products or services to customers.

·Provide out of hours on call cover as part of agreed rota.



So if you are a Service Desk Analyst/IT support engineer who is looking to work for a

reputable organisation, then please apply now for a confidential chat!

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