Job Title Service Desk Analyst - Level 1
Position Type Permanent
Maternity Cover which is 22.5 hrs per week, 3 days in a week.
To provide Level 1 (L1) desktop support to a variety of customers
Jobholders will have a wide variety of knowledge of ICT technologies, along with an extensive knowledge of the standard Microsoft platforms and applications. They will have the ability to analyse, troubleshoot and diagnose desktop related issues and be able to resolve incidents while providing a high degree of customer satisfaction.
Responsibilities range from the completion of 1st time fixes to desktop support and client account administration.
A sound understanding of infrastructure technology including servers, databases and networks are fundamental for this role.
Generic: Provide a high degree of customer satisfaction in all work undertaken.
Generic: Maintain knowledge of developments in the field of IT and desktop support.
Generic: Gain relevant industry certification as required.
Generic: Contribute regular updates to knowledge base documents for support purposes.
Desktop: Perform remote troubleshooting and diagnosis using remote support tools
Desktop: Provide accurate diagnostics and creative solutions to customer problems whilst adhering to best practice and operational process
Desktop: Provide timely call resolution, technical support expertise for standard desktop systems
Desktop: Troubleshoot and analyse customer incidents in order to diagnose ICT issues
Desktop: Liaise internally and externally to enable customer queries to be answered and problems solved.
Administration; create and maintain client accounts via Active Directory.
- Previous desktop support experience (min 2 years) working in a similar role/environment, which will allow the resolution of a wide variety of desktop & ICT problems and issues.
- Sound understanding of ITIL and service management methodologies, in particular Incident Management & Problem Management.
- Typically secondary/ high school qualified with a relevant technical qualification, required certifications and at least 2 years relevant work experience
- Experience in Active Directory
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