Service Desk Analyst

Proactive Appointments
22000.00 - 23000.00 GBP Annual
09 Apr 2019
30 Apr 2019
Contract Type

Service Desk Analyst

Our global client, who have experienced genuine growth in recent times, is looking to add to their team by on boarding an experienced Service Desk Analyst based near Stoke-On-Trent on a permanent basis.

The Service Desk Analyst will work Monday - Friday day shifts.

Service Desk Analyst - Key Skills:

  • Degree or equivalent technical qualification in IT or appropriate discipline(s) or experience.
  • At least 1 to 2 years' experience working on Service Desk providing 1st [and 2nd] line support [where relevant].
  • Ability to work under pressure to tight deadlines.
  • Excellent communication skills with strong Customer Focused Mindset.
  • Aptitude to develop skill set further in two or more areas needs to be demonstrated, including a willingness to take on more responsibility in Service Delivery areas.
  • Knowledge of VOIP telephone systems.
  • Microsoft Active Directory and Exchange administration skills including 2007 / 2010
  • IT desktop support which should include MS Office.
  • Working knowledge of LAN's, WAN's and Switch Configurations

Service Desk Analyst - Responsibilities:

  • Logging and classification of incidents.
  • Investigation and diagnosis of incidents.
  • Proactive monitoring of incidents ensuring timely escalation, resolution and incident closure.
  • Creation of support documentation.
  • Liaison with suppliers, service groups and customers to ensure that agreed service levels are met.
  • Proven experience in a busy customer focused environment.
  • Excellent telephone manner with proven ability in customer service techniques.
  • Demonstrable problem solving skills with the ability to look beyond the obvious.
  • Answering the calls from business via phone / email.
  • Monitor Resolved tickets and contact users to ensure satisfied with resolution - close tickets.
  • Policy & procedural control checks such as auditing starters/leavers process, asset registering.
  • System Builds.
  • Logging Printer repairs with 3rd parties.
  • Providing Out of Hours Support to the Business (on completion of training)

Service Desk Analyst - Benefits:

  • Pension scheme
  • 3% Bonus (discretionary)
  • 2x Life Assurance
  • 25 days holiday + Bank Holidays
  • Pension contribution matched (from 1% up to 8%)

Service Desk Analyst

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

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