IT Service Desk Analyst

• Accurately capture and process customer support requests to the agreed standards using the Company ITSM tool.
• Ensure all customers are proactively communicated with in line with Company guidelines.
• Answering incoming calls and acknowledging emails in a timely manner.
• Identify Major / P1 incidents, gather full information and escalate where required.
• Troubleshoot and attempt to fix faults within designated parameters.
• Monitor, update and escalate tickets received by email to the next level if appropriate.
• Proactively monitor all outstanding tickets to ensure those that can be, are closed., * 100% First response time SLA met on all priority levels
• 100% of tickets resolved within SLA
• Regular and informative ticket updates on all tickets
• Ensure our database of customer information is updated whenever tickets are handled, or changes to any customer IT environments are made (networks, apps, comms)

Pay: £24,500.00 per year

Do you have experience in Windows?, * Experience in deskside support or other user support functions (1 year minimum)

• Good communication skills - Interpersonal, written and verbal
• Ability to work on own, part of a team, and under pressure
• Good time management and prioritisation
• Possess initiative to diagnose problems
• Professional working attitude
• Experience in providing high levels of customer service
• Undertake relevant and appropriate training for succeeding in this role
• Work with colleagues to increase technical knowledge
• In-depth hands on “problem solving” expertise in desktop hardware, operating systems and software packages
• Understanding Networking- Connectivity troubleshooting
• Our customer systems and services
• Windows Server 2012 onwards - Administration
• Active Directory - Administration
• Group Policy - Troubleshooting
• Outlook and Office products - Troubleshooting & Administration
• Exchange - User/Group Administration, Mail flow troubleshooting
• File shares - Troubleshooting & Administration
• Routers (ADSL, Fibre) - Troubleshooting
• Desktop hardware and software - Setup & Administration

Technical / professional qualifications:

• General knowledge of IT
• Post-secondary school education, relating to IT
• Any other IT/network related qualifications or training
• Experience of similar role
• Knowledge of OS
• Be Familiar with a range for software and Hardware

Role-specific Behaviours:

• Good Customer Service
• Self-starter with initiative, drive and energy
• Team player
• Drive for success / continuous improvement
• Able to work diplomatically and respectfully across cultures
• Dynamic, with good sense of humour
• Resilient in the face of pressure and adversity

Pulled from the full job description

• Referral programme
• Casual dress
• On-site parking