IT Service Desk Analyst 1st/2nd Line Support - Leeds

Additional Resources Ltd
£20000 - £24000 Per Annum
07 Oct 2016
20 Oct 2016
Contract Type
IT Service Desk Analyst 1st/2nd Line Support - Leeds Package: £20-24k Pension & Healthcare Type: permanent role (12 hour shifts) A leading supplier of IT Managed Services require an IT Service Desk Analyst to work within a 1st line support team. This role will suit an individual with a good customer service skills and some commercial IT support skills with Windows Server, Active Directory and MS Exchange. The role will cover a 12 hour days shift pattern of 4 days on and 4 days off covering 7 days a week and either 7am to 7pm or 10.30am to 10.30pm. Duties: Provide a professional support service to the customer base. Log incidents as they are reported by customers. Through questioning fully understand, and record, the severity of the incident Refer incidents to appropriate internal support teams to resolve Correctly identify the nature of the incident in order to ensure calls are correctly directed onwards to external third party service providers Ensure all internal and external referred actions are completed in order to successfully close an incident Build and maintain a strong working relationship with the on-site support staff. Ensure incidents are satisfactorily resolved within the timescales set out within each education authority's service level agreement (SLA's). Escalate issues to ensure a successful resolution is achieved Log and record time in line with managed services time management requirements Skills required: Some commercial experience in a customer service or customer support role. A good understanding of and/or interest in IT as well as associated equipment such as printers and scanners would be advantageous. Excellent Communications Skills Active Directory Windows Server MS Exchange Key words: help desk, service desk, We are an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003 This job was originally posted as

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