Description
IT Service Desk Analyst
The successful candidate will report to the IT Service Desk Manager and will act as the first point of contact for all incident communication for 750+ users.
The Candidate:
The ideal candidate will possess the following qualification, skills and knowledge:
- Minimum 2-3 years experience in a Service Desk role.
- Experience in using Service Desk applications to log new calls, use views, search for calls, monitor call progress and run reports.
- Ability to apply knowledge acquired or from a knowledge base source to resolve user issues.
- Ability to analyse report data and identify trends.
- ITIL Foundation Certified or experience in ITIL Service Desk processes an advantage.
- Experience working with and supporting Windows desktops.
- Knowledge of Windows Servers, Citrix, Novell.
- Microsoft Office suite (2007 onwards).
- Understand basic networking (IP, DHCP, DNS etc).
- Smart phone device management.
- Antivirus - McAfee, Sophos.
- Experience of producing technical documentation would be beneficial.
- Availability to provide out of hours support when required.
- Ability to work on own initiative and within a team.
- Excellent communication skills & strong teamwork skills.
- Ability to remain calm under pressure and to prioritise work tasks
- Enthusiastic learner, recognising the need to experience a broad range of service provision before taking on sole accountability for systems and services.
- Focused on and driven to provide the highest quality of customer service.
- Commitment to provide a high quality & professional service.
- Proactive, adaptable and flexible in approach to work.
- Proficiency in the English language is a requirement.