Description
Desktop Support Analyst
Newbury
16.82ph - inside IR35
3 months
This role will move to Basingstoke in April 2020
Job Purpose
- Ensuring the highest levels of customer focus, collaborative working and service excellence and being the first point of contact for end users to receive support and maintenance within the organisation's desktop computing and application system environment.
- Taking full end to end ownership for the incidents and problems with responsibility that includes supporting business system applications and installing, diagnosing, repairing, maintaining, and upgrading all desktop operating IT hardware and equipment to ensure optimal Workstation performance.
- Also troubleshoot problem areas (in person, by telephone, via e-mail or other messaging) in a timely manner ensuring clear and effective communication throughout the cycle of support, providing end-user assistance where required.
- Taking ownership for the escalation of incidents and problems to the Desktop Support Specialists that cannot be resolved by an Analyst and still managing these to ensure end to end ownership, effective communication and timely resolution.
Experience/Knowledge (Essential)
- Previous experience of working in a Service Desk environment or similar support role
- Previous experience within a customer service role.
- Demonstrable experience of Microsoft Windows and other operating systems as well as various software packages including Microsoft Office
Education/Qualifications/Experience
- ITIL Foundation Certificate (V2) or (V3)
- Customer Service Background/Experience
- Strong Customer Service Skills