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1st Line Service Desk Analyst

  • £23000 - £24000 per annum
  • Meriden, West Midlands
  • Posted: 04/08/2022
  • Permanent
  • Job Ref: SS-12

Job Details

1st Line Service Desk Analyst 
Permanent Mon - Fri *on-site 
£24K DOE 
Meriden Coventry 

Our client is one of the largest independent organisations within its industry, with a turnover of over £800 million last year. They offer great scopes for progression, qualifications and are looking for a 1st Line Service Desk Analyst to join their IT team.

As a 1st Line Service Desk Analyst your key duties will be: 

  • Resolving IT support incidents and service requests within agreed SLA timeframes
  • Recording, ownership, monitoring, tracking, and communication about incidents
  • Investigating and diagnosing incidents
  • Providing resolutions and workarounds from standard operating procedures and existing known errors
  • Escalating incidents to 2nd line IT support
  • Maintaining regular communication with the user
  • Providing desktop hardware and software support
  • Updating Service Desk systems in accordance with internal procedures
  • Delivering remote support for home workers

Skills and experience required: 
  • A minimum of 6 months’ experience working in an IT service desk environment, or in a customer services environment where you have been able to demonstrate your passion for IT
  • Experience in the use of Windows 10, Microsoft Office 2016 or Microsoft Office 365
  • The ability to manage user accounts
  • A basic knowledge of printer and network troubleshooting
  • Knowledge of supporting Windows operating systems
  • Experience in using legal systems would be advantageous, however, this is not essential

Key competencies a 1st Line Service Desk Analyst will have are:
  • Excellent communication skills
  • Proven problem solving skills
  • To be committed to delivering excellent levels of service to clients at all times
  • A polite and patient telephone manner
  • Excellent personal organisation, the ability to prioritise and carry out multiple tasks
  • Confidence and enthusiasm to develop a career in the field of IT and the ability to demonstrate a clear interest in this area

If this role is of interest please apply immediately, or send your CV directly to
*Please note this role requires you onsite from Mon-Fr

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