IT Service Desk Analyst

Butler Rose is looking for a proactive and customer-focused IT Support Technician to join a friendly team to provide 1st and 2nd line IT support. The successful candidate will offer excellent customer service on various computer applications and platforms. You will troubleshoot issues, provide advice on appropriate actions, and assist with general duties assigned by the IT department.

Key Responsibilities:

• Receive, log, prioritise, allocate, and resolve Service Desk/Remote Managed Service alerts/calls from end users.
• Discuss reported problems with customers, gather relevant information, and guide customers through diagnostic procedures to identify the root cause of issues.
• Escalate unresolved incidents to internal resolver teams and third-party suppliers.
• Keep end customers informed of the status and progress of incidents and requests in a timely manner.
• Research, isolate, and resolve routine customer problems, escalating more complex issues to internal resolver teams and third-party suppliers.
• Handle all calls in accordance with defined Service Level Agreements and current Customer Service procedures.
• Utilise Service Desk/Remote Management tools, reference materials, and other resources effectively to aid problem resolution.
• Build, configure, and deploy new desktops, laptops, mobile devices, and peripherals.
• Collaborate with Senior Engineers on projects when necessary.

Experience Required:

• Previous experience working in a Service Desk environment.
• Excellent organisational and communication skills, and a professional telephone manner.
• Basic User & Security Group Active Directory administration.
• Strong knowledge of Microsoft-based operating systems, particularly Windows 10 OS and Office 365.
• Experience in using and troubleshooting Outlook 2016 within a network environment.
• Experience supporting and administering Android and iOS devices.
• Knowledge and experience in supporting MAC OS related operating systems and hardware.
• Experience administering remote access software (e.g., LogMeIn).
• Experience in network troubleshooting with WAN, LAN, VoIP (CISCO), Video, and Audio conferencing.
• Customer-focused, team-oriented with a positive attitude and a '1st time right' mentality.

Desirable Knowledge/Skills:

ITIL V3 qualified to foundation level.

MCITP - Microsoft Certified IT Professional.

Knowledge of a broad range of technologies.

Good knowledge of industry best practices and methodologies.

Experience liaising with business areas to understand priorities and associated impacts.

**Excellent benefits package with some hybrid working available**

To Apply:

Please submit your CV showcasing the required experience for the vacancy. We look forward to receiving your application.

Butler Rose is committed to equality in the workplace and is an equal opportunity employer.
Butler Rose Ltd is acting as an Employment Business in relation to this vacancy.