Level 1 Service Desk Analyst

Level 1 Service Desk Analyst

Responsibilities

1. Take/log/monitor/resolve IT related incidents/service requests via phone/e-mail/portal.
2. Must be self-motivated with excellent customer service and liaison skills.
3. Be proactive and "own" calls residing on the Service Desk.
4. Drive/manage calls to resolution within SLA.
5. Act as a first line escalation point (for immediate issues) and refer more complex issues.
6. Liaise with customers and 3rd Parties as and when required.
7. Develop content in Knowledge Base.
8. Pro-actively resolve issues with service calls, escalating when required via structured process.
9. Ability to mentor and instil best practices in others in terms of ticket management and customer care.

Experience/Knowledge

1. Excellent communicator both written and verbally.
2. The ability to work well alone and under pressure.
3. Previous experience of Wintel environment.
4. Analytical Skills and demonstrable logical thought process.
5. Clear and professional telephone manner.
6. Previous Service/Help Desk experience with MS Office Suite (to include up to Office 365), Internet, email (Outlook - Exchange/ Google mail), fault diagnosis, AD, AAD, Citrix & RDS.
7. Assist with assignment of calls.
8. Assist with call queues.
9. Basic Hardware knowledge (HP platforms).
10. Build knowledge of Bespoke Business Apps.
11. Wintel knowledge (Win 10/11, Windows Server 2008/16).
12. Basic Networking knowledge and understanding of VPNs.
13. Call ownership and monitoring.
14. Basic Exchange Administration.
15. Assist with Tablet Devices issues.
16. Assist with Mobile Device issues.
17. Working knowledge of Google Apps and MS Office 365.
18. Knowledge of ITIL practices and processes.

Preferred Qualifications/Experience/Skills

1. MCITP Windows Server/Workstation Administration.
2. Microsoft Office Specialist (to include MS Azure and O365).
3. ITIL Service Management Foundation.
4. O365 / Azure portals.
5. Smartphones.

Job Info

Job Title: Level 1 Service Desk Analyst

Company: CV-Library

Location:

Posted:

Closes: Dec 22nd 2024

Sector: IT

Contract: Permanent

Hours: Full Time