Service Desk Analyst/1st Line Support

Global Technology Solutions Ltd
£18000 per annum
14 Oct 2016
22 Oct 2016
Contract Type
An exciting opportunity has arisen for a Service Desk Analyst to join a fantastic company based in Birstall. To be considered for this opportunity you must have service desk experience. Working hours are Mon - Friday covering between 7am - 7pm As a Service Desk Analyst you will have the following Knowledge, Skills and Experience: Essential A good technical knowledge of Windows XP, Vista and 7. Windows Server and MS Exchange Administration/support including Active Directory Microsoft Office Remote Control Software i.e. VNC, Dameware, Bomgar Excellent telephone manner. Ability to effectively communicate with both customers and colleagues. Must be able to quickly understand the client, their products and their industry. Strong analytical/problem solving abilities, especially in relation to continual service improvement. Network folder access permissions and configurations. Eligible to work in the UK full time without restriction Desirable Knowledge and experience working with HP OpenView, HP Service Centre. Working with Service Alliance. Any experience of Citrix, Symantec Backup Exec Have some basic VPN fault finding skills Other relevant technical experience Desirable ITIL Foundation certification Minimum 4 x GCSE qualifications (grade A-D) Job role for a Service Desk Analyst/1st Line support engineer Logging and categorising calls on the call logging system with high standards of detail. Proactive in providing feedback to the user regarding an issue until a resolution can be found. Liaising with intermediate support teams within the department and also third party companies. Record clearly and concisely the fault and resolution at a detailed level and in line with any timescales set out in the Service Level Agreement. To manage the support provision from any third party supplier's. To provide trend analysis from Service Desk software including the creation of daily/weekly reports. To provide customers with regular updates and agree call resolution before closure. Making sure that a suitable level of first time fixes is achieved without escalating the problem. Housekeeping tasks, monitoring, checking and dispensing fixes for known issues as small as they be Escalate unresolved incidents to second line support teams. Contribute effectively to the establishment and maintenance of the departmental knowledge base. Any other duties commensurate with the role Customers, Service Desk Supervisor, Support Engineers, Service Deliver Managers, 3rd Party Suppliers So if you are an experienced Service desk Analyst/1st Line support engineer with the above skills/experience and live close to Birstall, Leeds then please apply today This job was originally posted as

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