Service Desk Technician -Leeds - 1st to 3rd Line - REF 784

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 group's end users and carry out daily maintenance tasks in a customer service oriented environment.

Skills and Responsibilities

The key responsibilities of the role include but are not exclusive to:

1. Troubleshoot desktop/laptop and system/network problems, diagnose and solve hardware/software/incidents/problems via phone, email and in person.
2. Incident and request management.
3. Provide exceptional service support to the business.
4. Provide solutions/work arounds to incidents.
5. Contribute to policies, processes and procedures.
6. Install, maintain and support new applications.
7. Prioritize and manage several open cases and mini projects at one time.
8. Establish excellent working relationships with the business and 3rd parties.
9. Keep up to date with advancements in technology.
10. Ensure appropriate standards and procedures are adhered to.
11. Daily systems monitoring.
12. 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:

1. Previous experience of at least 2 years of working on a Microsoft technical service desk environment – Windows Server, Active Directory.
2. Exceptional Customer Service.
3. Willingness to travel to other company sites.
4. Excellent communication skills, both written and verbal.
5. UK Driving License.

Desirable:

1. High Standard of incident and request management.
2. Excellent troubleshooting and problem-solving skills.
3. Network troubleshooting, TCP/IP and general WAN/LAN.
4. ITIL Foundation Certified.
5. Lotus Notes migration to Office 365.

Personal Skills & Attributes

1. Excellent work ethic with a positive approach to work.
2. Excellent temperament with ability to remain calm and focused in a high-pressure environment.