Description
Service Desk, Helpdesk, 1st Line Support, Windows OS, Active Directory, MS Office, ServiceNow, Service Now
An excellent opportunity has arisen with my Surrey based client. We are looking are a Service Desk Analyst who has experience supporting the Microsoft Suite of products including Active Directory, Windows OS and MS Office.
Our ideal candidate will have previous experience working on a busy service desk whilst approaching each incident in a logical manner against SLA's. Being the first point of contact for all IT related incidents, you will need to be articulate (written & oral), have an excellent telephone manner and be comfortable supporting users of all levels.
The key deliverables for this role are as follows:
- Provide 1st Line telephone support and escalate calls to 2nd/3rd Line where necessary
- Log call via call logging software (Assyst, ServiceNow)
- Ensure that your queue of call is managed daily and with KPI/SLA guidelines
- Providing first time fixes for incidents logged (Email/Password resets, hardware failures, email issues, Network connectivity etc.)
As an experienced Service Desk Analyst, you may also be expected to mentor/assist junior members of the team at times, whilst also helping the service desk manager with any projects.