Service Desk Analyst / 1st Line Support

Posted 5 April by Mabella Recruitment Easy Apply

Job title: Service Desk Analyst - Managed Services


A great opportunity to work with a leading IT service provider. The role is to provide first line support across a wide range of technologies, ideally resolving issues at first line but, if not possible, escalating to the appropriate technical resolver group.

Key Tasks:

  • Use technical knowledge to affect remote ticket resolutions.
  • Ensuring tickets are correctly logged and categorised on the service desk system.
  • Take responsibility for tickets through the whole incident management process, ensuring resolution within service level agreements and escalating when potential breaches may occur.
  • Ensure customers are kept updated on ticket progress.
  • Centrally manage engineer’s movements and availability.
  • Help develop and produce statistical data on incident management performance.

Key technical skills required:

  • Knowledge of basic support of Windows Operating Systems
  • Knowledge of basic support for Microsoft Office toolsets
  • Active Directory Administration - Password resets, unlocking, etc.
  • Basic all-round troubleshooting skills
  • Experience of working in a First-line Support Department
  • Experience of providing support via telephone and e-mail
  • Awareness of network environments (routing/switching/VLANS/Security/Wireless/etc.)

Personality skills:

  • Must be self-motivated
  • Must be able to work un-supervised, on own initiative
  • Must have good communications skills
  • Must be a logical thinker
  • Must work well in a team environment
  • Ability to share information
  • Be confident in both spoken and written communications
  • An excellent problem solver with strong analytical skills
  • Someone who likes to keep up to date with the latest technology
  • Can meet deadlines and maintain high standards even when under pressure

Services advertised by Mabella Recruitment Ltd are those of an employment business.

Required skills

  • Analyst
  • Service Desk
  • Technical Skills
  • Troubleshooting
  • Windows

Reference: 34835467

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