Description
We are working with a client going through an exciting digital transformation, who are looking for new Service Desk Analysts, who will work within a supportive team of engineers. You'll be helping users in person and virtually, and you'll need to have hands on knowledge of PC's, MS operating systems, and Networks.
Main responsibilities will include:
- Logging, prioritising and management of incidents to meet OLA's, SLA's and first time fix targets
- Manage incidents through to resolution, collaborating with other teams as needed and escalate through incident process where required
- Keep all documentation correct and up to date.
- Capture knowledge from across the IT function and feed in to the Support team to improve support to end user
- Contribute to the development of team procedures
- Escalate high impact issues with IT management following the agreed escalation procedures
- Contribute to continuous improvement activities within the team to enhance service levels
- Execute communication processes to the business from IT and delivery of a friendly, helpful and efficient service to end users
What kind of knowledge do you need to have?
- Technical background in a Microsoft Windows environment, utilising Remote Desktop
- Competent with using at least Windows 10, Microsoft Office (Excel, Word, PowerPoint and Outlook) 2019 or later versions
- Demonstrable understanding of communication technologies (such as Wide Area Networks, VPNs, ADSL and ideally SD-WAN)
- Experience of using different ITSM tools - experience of Halo, and Track IT advantageous
If you have the necessary skills and experience - please get in touch today for a friendly chat.
Applicants must reside in the UK and NOT require sponsorship.