1st Line Service Desk Analyst

Posted 27 October by P3 Search & Selection
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1st Line Service Desk Analyst

My client is a leading Managed Service Provider who are looking for a 1st Line Service Desk Support Analyst to join their thriving team. You will be tasked with answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. You will provide a single point of contact to customers and to ensure that incidents are fully managed through to resolution.

Role responsibilities

  • 1st Line Support of software / Hardware related incidents.
  • Accurately log incidents and ensure all relevant data is captured.
  • Direct first hand ticket ownership.
  • Regularly update incidents logged on the ITSM and manage a ticket within the Customer Service Level Agreement (SLA)
  • Proactively keep customers informed on an incident / request status and progress.
  • Escalate incidents to the relevant resolver group where first time fix is not possible.
  • Adhering to Major Incident Management procedures.
  • Adapting and keeping up to date with current standard procedures.
  • Proactively maintain and develop customer specific technical knowledge.
  • Escalate potential service / problem issues initially with the relevant management / MIM team.
  • Act as a role model for new members of the team and assist with training where required.

Knowledge and Experience

  • Good knowledge of IT platforms, equipment and applications.
  • Excellent spoken / written communication skills.
  • Relevant Customer service skills
  • Previous experience within an IT support environment.
  • Industry recognised qualifications in relevant area is desirable (i.e. MCP / CCNA / CompTIA)

Experienced in supporting the following is desirable:

  • Windows Operating Systems
  • Citrix
  • Cisco Telephony Systems
  • Hardware troubleshooting (desktop, server, laptop)
  • Application support of applications from major vendors such as Netapp, Cisco, Microsoft, etc
  • Understanding of the ITIL framework and knowledge of the various associated disciplines is desirable
  • Experience of working to SLAs, KPIs and to be able to accurately describe their purpose is desirable.

Required skills

  • Helpdesk
  • Line Support
  • Service Desk
  • 1st Line
  • Desk Top Support

Reference: 42385226

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