Service Desk Support Analyst

Service Desk Support Analyst - 5 days on site

We are looking for an experienced and talented Service Desk Support Analyst to join one of our biggest customers based in Cardiff.  This is a new role and function within the company so offers a great opportunity for someone to create a new career path for themselves.

JOB PURPOSE:

To provide in person and telephone IT technical assistance to all internal customers based in the Cardiff Office. To handle IT issues promptly, ensuring seamless operations by diagnosing, troubleshooting and resolving hardware and software problems.

Responsibilities:

• Providing excellent customer service via in person support, over the telephone, email and the ITSM system. Maintaining the high standards required by the customers.
• Working in a front of house position offering in person customer and technical services.
• Logging, investigating, resolving and/or managing incidents and service requests through to completion to a satisfactory customer resolution.
• Proactively manage communication for all Incident/Request statuses through to resolution.
• Provide user support and coaching for end-users utilising the client's systems.
• Maintaining a rapport with customers by understanding their role within the organisation.
• Complete the setup of new starters, role changes & leaver, including any necessary training support to operate all the client's equipment.
• Collaborate with the wider IT team based in other locations via phone, email, or meetings to ensure that support on site is provided to the required standards.

Experience

• Experience working within an IT service desk / IT Support environment.
• A customer services background.
• Experience supporting Microsoft operating systems, Active Directory and Exchange.
• Knowledge of Remote Desktop Services technologies.
• Network troubleshooting experience.
• Knowledge of DHCP, DNS, VPN.
• Experience using ITSM packages
• Knowledge of smartphone & mobile device support.

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. 

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

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