Description
A Senior Helpdesk Support Analyst is required for a 3 month rolling contract in Basildon Essex. Providing technical support to internal users across and throughout our client's large organisation, with experience of managing a Helpdesk team.
The Senior Helpdesk Analyst will have a sound technical knowledge in the following:
- Active Directory
- Windows 7 & XP
- MS Office
- iPads/iPhones
- Encrypted memory keys
- Remote Network tokens
- Call Logging, Heat, Remedy, Touch Paper, HP Openview
- experience in Windows Server would be beneficial
Experience required
- Worked in a Customer facing office before & are able to be polite and courteous at all times
- Good communication skills (written & oral)
- Be a team player/but can happily work alone
- Be able to multi-task and cope under pressure
- Have good time keeping & are really reliable
You will be responsible for taking 1st line support calls, logging all incidents onto the system, provide initial diagnosis of faults and then go onto resolve the problem. Email troubleshooting and re-set passwords, if you are unable to resolve the issue at 1st line then you will pass the technical fault onto the 2nd line team, to arrange for external technical support where problems cannot be resolved in house.
The Senior Helpdesk Analyst will have worked within a SLA driven environment and have experience of managing a helpdesk team, and should also have the ability to deal with high volume calls at times and be able to work to deadlines with experience of using call logging software