Description
A service desk analyst role has arisen within an asset management client. This is a 12 week contract role that is looking to pay between £PD. I apologise if this role does not relate to your skill set.Role Responsibilities:
Communicate effectively to both internal and external users, accurately record incidents and Service Requests to quality standards ensuring the information provided is sufficient for future investigation, accurately record and prioritise incidents and Service Requests against suitable SLAs and resolution targets, aim to restore normal service operation as quickly as possible through the investigation, diagnosis and resolution of incidents where possible, continually monitor internal Support Desk queues for new requests, escalate incidents with the potential to cause an extended service outage, participate in a rota system to provide cover between 07:00 and 1800 Monday to Friday (as appropriate),escalate situations arising from customer complaints to the IT Service Desk Team Leader.
Key Capabilities:
Essential:
* Support Processes - Understanding of IT Support Processes, including use of tools to log and diagnose incidents. Awareness of escalation processes - how and when incidents should be escalated to other teams or to management.
* Infrastructure Appreciation - A good level understanding of TAM's infrastructure and how it supports the business
* Technical Skills - A broad appreciation of technologies and challenges faced within an IT department plus a good level of technical skills in the support tools used (Microsoft Service Manager). Including:
Microsoft Windows/Active Directory
Microsoft Outlook 2010
Microsoft Exchange Administration
Microsoft Office 2010
Remote Support Tools
Basic Network Principles IT Security
Soft Skills
Effective communication skills both written and verbally to all levels of users and management.
Ability to deal with all types of situations.
Desirable:
* Blackberry Configuration and Server Administration
* iPad / iPhone configuration and administration
* Windows Mobile
* Experience with Microsoft Service Manager
* MCSE/MCSA or A+
* Any ITIL Qualifications
Furthermore it would be good to see candidates with recent financial industry experience.
Please apply for this role if you think you would be a good match!