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 sharonjit.shergill@networkitr.co.uk
*Please note this role requires you onsite from Mon-Fr
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