Job Description:

Role: Service Desk Analyst

Location: Central London

Salary: £34-36K 10% bonus 12% pension match share save/match medical insurance, fitness allowance, rental deposit scheme, childcare vouchers other benefits

Start Date: asap

The client

Our client is an established & thriving International FTSE 100 Company based in the West End of London. This exciting opportunity requires exceptional candidates who possess the requisite level of communication skills and technology experience to provide first class Service Desk Analysis Support services.

The role

The IT Service Desk Analyst will provide first and second line technical support to internal staff across the business. The successful candidate will require an aptitude for working with applications / systems to undertake analysis, diagnosis and resolution of staff problems. Issues may range from straightforward to the more complicated technical issues. 

Duties include;

Fielding incoming help requests from end users via both telephone and e-mail in a courteous and professional manner

Maintain a high degree of customer service for all support queries and adhere to all service management principles

Documenting all pertinent end user identification information, including name, department, contact information, and nature of problem or issue using helpdesk software and subsequently updating solutions

Provide stats for the weekly Service Desk report on call trends

Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

Escalate unresolved calls to the infrastructure support team

Performing post-resolution follow-ups to help requests

Maintaining an Asset Database and track changes of IT assets

1st and 2nd line support – troubleshooting of IT related problems from in-house software to hardware, such as iPhones, laptops, tablets and printers

Troubleshoot basic network connectivity issues and home user connectivity issues, such as ADSL broadband issues

Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.

To arrange for external technical support where problems cannot be resolved in house

Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals

The candidate: 

Minimum of 2 years’ similar helpdesk work experience in a professional services environment

Basic user & security group Active Directory administration

Strong knowledge of Microsoft based operating systems with emphasis on Exchange 2010, Windows 7 and Office 2010/2013

Strong knowledge of VMWare

Strong knowledge of Citrix (Administration)

Strong knowledge Commvault & Enterprise Vault

Knowledge of Call Manager

Strong knowledge of Group Policy

Excellent knowledge ITIL experience

Excellent communication skills and telephone manner

Incident Management experience – managing incidents including business expectations and communication

You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

MCP qualification or evidence of willingness to pursue MCITP track

Ability to absorb and retain information quickly

Ability to present ideas in user-friendly language

Experience of working in a team-oriented, collaborative environment

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