Service Desk Analyst

Posted 5 February by We Are SSG

My client based in Basingstoke are looking for a Helpdesk Analyst to join their successful expanding. For the role you should have at least 12 months experience.

Key responsibilities:

  • To act as a single point of contact for all IT issues and requests via telephone, email, InfoPath and walk-in
  • Receiving, logging, triaging and correctly assigning/categorising all calls
  • Escalation to the IT Support Supervisor any tickets that are close to their SLA or are not able to be resolved. May require a problem to be raised or a complaint received from the customer about the level of service received
  • To ensure that all calls are recorded in the ITSM tool and that the customers details are checked and amended where needed
  • 1st and 2nd line support - troubleshooting business applications, shared applications, hardware, mobile, telecoms and printers
  • Troubleshoot basic network issues
  • To ensure that an accurate record of all company IT assets within the ITSM is kept and that all issues/fixes are recorded against the correct item

Skill/experience requirements:

  • Excellent communication skills and telephone manner
  • Excellent organisational and prioritisation skills
  • Ability to multitask is essential
  • Minimum 1 year previous IT Service Desk experience required
  • Incident Management experience - managing incidents through to resolution with an appreciation of business impact and effective communication
  • Basic user & security group AD administration
  • Strong knowledge of Microsoft operating systems with emphasis on Windows 10 and Office 2016
  • Experience with using and troubleshooting Outlook 2010 within a corporate environment (permissions, calendar sharing, delegation)

A self-motivated, pro-active individual who gains satisfaction from delivering customer focussed services

Salary on offer £25k plus excellent benefits and great career progression prospects. If interested please send current CV.

Required skills

  • Active Directory
  • Customer Service
  • Troubleshooting
  • tcp/ip

Reference: 34401442

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