Service Desk Analyst Job Description
* Education Requirements - none but some education around IT/Microsoft preferred
* Experience Requirements - 2 years plus
* Industry - Services
* Qualifications - ITIL preferred but not essential
* Work Hours 35 hours per week
Purpose of PositionTo provide technical MS IT support to the groups end users and carry out daily maintenance tasks in a customer service oriented environment.Skills and ResponsibilitiesThe key responsibilities of the role include but are not exclusive to:
* Troubleshoot desktop/laptop and system/network problems, diagnose and solve hardware/software/incidents/problems via phone, email and in person
* Incident and request management
* Provide exceptional service support to the business
* Provide solutions/work arounds to incidents
* Contribute to polices, processes and procedures
* Install, maintain and support new applications
* Prioritise and manage several open cases and mini projects at one time
* Establish excellent working relationships with the business and 3rd party’s
* Keep up to date with advancements in technology
* Ensure appropriate standards and procedures are adhered to
* Daily systems monitoring
* Support users on both hardware and software applications
Qualifications Required (Essential and Desired)ITIL Foundation (or equivalent)Experience & Knowledge (Essential & Desirable)The ideal candidate would have a very high level of customer service experience and past experience working in a helpdesk environment. Training will be given where appropriate.Essential:
* Previous experience of at least 2 years of working on a Microsoft technical service desk environment – Windows Server, Active Directory
* Exceptional Customer Service
* Willingness to travel to other company sites
* Excellent communication skills, both written and verbal
* UK Driving License
Desirable:
* High Standard of incident and request management
* Excellent troubleshooting and problem solving skills
* Network troubleshooting, TCP/IP and general WAN/ LAN
* ITIL Foundation Certified
* Lotus notes migration to office 365F
Personal Skills & Attributes (e.g. Team Player, Strong Work Ethic)
* Excellent work ethic with a positive approach to work
* Excellent temperament with ability to remain calm and focussed in a high pressure environment
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