IT Service Desk Analyst

Recruiter
Adecco Corporate
Location
Dickens Heath
Posted
13 Apr 2018
Closes
29 Apr 2018
Contract Type
Full Time

JOB PURPOSE


The IT Service Desk Analyst will act as a single point of contact for phone calls and emails from clients and internal colleagues regarding IT issues and queries, the IT Service Desk Analyst will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.

Key Responsibilities

  • Provide a first rate customer service through the Service Desk
  • Championing the service offered through user engagement, excellent customer service and close management of incidents and requests raised.
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • Resolve issues/requests where possible (1st and 2nd line support) - e.g. password resets, simple problem determination, mail releases from mail gateway, printing issues, supporting Microsoft Office product suite
  • Set up new starters with required access and remove access for leavers in line with authorised Access Request Forms

What We're Looking For:

  • Experience as a Service Desk Technician/Analyst
  • supporting customers Excellent Customer Service
  • Excellent communication skills and telephone manner
  • Excellent organisational skills
  • Able to work with minimum supervision
  • Incident Management experience Managing incidents including business expectations and communication
  • Excellent phone manner

Working on a rotation basis covering the following hours:

  • Mon - Fri 07.20 to 21.10 (spilt shifts 07.20 - 15.30 and 13.00 to 21.10)
  • Sat 08.20 to 19.00 (Split shift 08.20 to 16.30 and 11.30 19.00)
  • Sun 08.20 to 18.00 (Split shifts 08.20 to 16.30 and 10.20 to 18.00)

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