Service Desk Analyst

Our client requires a Service Desk Analyst that will provide first and second line technical support. You will be working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.

Responsibilities will include:

* Act as a single point of contact for phone calls, emails and walk-ins regarding IT issues and queries
* Receiving, logging and managing calls via telephone and email
* 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Mobiles, Laptops, PCs, Tablets and Printers
* Troubleshoot basic network issues
* Escalate unresolved calls to the wider support team
* Log all calls in the Service Desk Call Logging system
* Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
* Publishing support documentation to assist with requests for information & provide staff training if required
* Active Directory, Office 365 and Exchange 2010 knowledge. Creating user accounts, reset passwords, create groups etc.


Key Skills:

* Previous IT Service Desk and/or Call Centre experience required
* Incident Management experience - Managing incidents including business expectations and communication
* Basic User & Security Group Active Directory administration
* Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2016
* Experience with using and troubleshooting Outlook 2016 within a network environment (permissions, calendar sharing, delegation)
* An ITIL qualification is preferable but not essential
* MCP certification would be desirable







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