£23834.00 - £27111.00 per annum
20 days ago
We have an exciting permanent opportunity for a Service Desk Analyst based in Warrington.
The purpose of the IT Service Desk is to be the central point of contact between ICT and users on a day-to-day basis. It is the focal point for reporting incidents (disruptions or potential disruptions in service availability or quality) and for users making service requests (routine requests for services).
The successful Candidate will provide first and second line technical support to internal staff. They will be working with applications and systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.
The SERVICE DESK ANALYST will be required to:
Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
Receive, log and manage calls from internal staff via telephone, email and IM
Maintain an Asset Database and validate the CMDB
Provide 1st and 2nd line support and troubleshoot IT related problems from in-house software to hardware, such as Blackberry's, Laptops, PCs and Printers
Troubleshoot basic network issues
Escalate unresolved calls to the appropriate support team
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
Manage tickets and ensure all incidents are resolved in accordance with their SLAs
Maintain a high degree of customer service for all support queries and adhere to all service management principles
Provide basic in-house training, advice and guidance in MS Office applications used
(Word, Excel, Outlook, PowerPoint)
Provide statistics for the periodic service desk reports on call trends
Maintain a knowledge base of known faults, errors and resolutions
Perform basic IT support activities, such as creating user accounts, reset passwords, create group for example and arrange for external technical support where problems cannot be resolved in house.
The SERVICE DESK ANALYST will have:
Eligibility for security clearance and be a UK national
A minimum of 2 years previous IT Service Desk and or Call Centre experience
Excellent communication skills and telephone manner
Self-motivation, who is a customer focused achiever and gains satisfaction from providing excellent customer service
Excellent organisational skills
Basic user & security group Active Directory administration knowledge and
Strong knowledge of Microsoft based operating systems with emphasis on Windows 8, Windows 10 and Office 2010 and ideally Office 365.