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 Position
To provide technical MS IT support to the groups end users and carry out daily maintenance tasks in a customer service oriented environment.
Skills and Responsibilities
- 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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Service Desk Technician -Leeds - 1st to 3rd Line - REF 784 employer: Interface Recruitment
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