ITIL Qualified Service Desk Analyst

Northern Recruitment Group
Newcastle Upon Tyne
From £25,000 to £30,000 per annum
11 Oct 2016
19 Oct 2016
Contract Type
A great opportunity for a ITIL qualified Service Desk Analyst to join a well established company in Newcastle City Centre. You’ll log and resolve incidents and requests for ICT and Business Support that come via phone, e-mail, customer portal and customers in person. Providing excellent customer service, taking ownership of all incidents and requests, escalating where necessary. Working closely with the 2nd and 3rd Line teams will be required to ensure incidents are resolved quickly and effectively. Working in a rotating shift pattern including shifts that start at 7am, 8am, 9am and 10 am. Weekend and out of normal office hours work may also be required at times during busy periods. Qualifications and Experience · Working knowledge of ITIL incident, request, problem and change management best practice. · Basic knowledge of ITIL configuration management best practice. · A minimum of 1 year IT Service Desk experience, working to ITIL standards, having used an ITIL conformant service desk toolset (eg HP SM7, Heat, Hornbill, Remedy, Peregrine, Service Now etc). · Microsoft Active Directory (users/computers) experience · Qualified or experienced, but not limited to, the following technologies : · Ability to understand technical issues (from users & 3rd party suppliers) and translate these into legible Service desk calls for 2nd / 3rd line teams to pick up with minimal further need for clarification. · MS Office 2003 (or later) user knowledge. · Basic Network and IT Systems knowledge desirable. Due to the high volume of candidates responding to our adverts we are not always able to provide feedback on your application. If you don't hear from us within the next five days, please assume you have been unsuccessful on this occasion. However, your details will be kept on file and you may be contacted about other opportunities. This job was originally posted as