MenuPost an ad
All results
Create an alert

Senior IT Service Desk Analyst

Posted by Shaw_daniels_solutions_ltd-cv_library on 15/05/2019
Postcode
Company name Shaw Daniels Solutions Ltd
Category Information Technology
Contract Permanent
Full/Part time Full time
Salary £ 20000 - £22000/annum £22,000
Description

To act as an IT Service Desk Analyst in the best interests of the Company. Delivering first line technical support to a user base of approximately 4,500 staff. Providing analysis, diagnosis, escalation and resolution of customers’ IT issues. Carrying out customer requests for new IT hardware, software and access. Main Duties * Act as a single point of contact for phone calls, emails and self-service tickets from internal staff regarding IT issues, queries and requests. * 1st line support, troubleshooting of IT-related problems from in-house software to hardware, such as mobiles, * Laptops, PCs, thin-clients and Printers. * Work to the achievement of established Key Performance Indicator targets (such as Average Speed of Answer and First Contact Resolution). * Escalate unresolved calls to the relevant support teams. * Log all calls in the Service Desk Call ITSM tool (Remedy 8.1). * Take ownership of user issues and follow up the status on behalf of the user and communicate progress in a timely manner. * Maintain a high degree of customer service for all support queries and adhere to all service management principles. * Publishing support documentation to assist staff with requests for information. * Arrangement of external technical support where problems cannot be resolved in-house Key Relationships: * Customers, IT Management, Service Desk, Engineering Knowledge/Skills/Experience Essential * IT Service Desk and/or Call Centre experience required – specifically supporting users remotely. * Excellent communication skills and telephone manner * Excellent organisational and troubleshooting skills * Active Directory: creating user accounts, resetting passwords, creating groups etc. * Microsoft Exchange 2010 administration: creating shared mailboxes, distribution lists and amending permissions. * Strong knowledge of Microsoft-based operating systems with emphasis on Windows 7 and Office 2010 * Experience with using and troubleshooting Outlook 2010 within a network en

Contact the advertiser Beware of scammers.
Click here to read more.

Apply to this offer

You will be redirected to the recruiter's website.

Your message has been successfully sent!

Receive email notifications for new ads matching your search criteria :

Contact the advertiser

Apply to this offer

You will be redirected to the recruiter's website.

Your message has been successfully sent!