Level 1 Service Desk Analyst
Level 1 Service Desk Analyst
Responsibilities
To take/log/monitor/resolve IT related incidents/service requests via phone/e-mail/portal.
Must be self-motivated with excellent customer service and liaison skills
To be proactive and "own" calls residing on the Service Desk
Drive/manage calls to resolution within SLA
Act as a first line escalation point (for immediate issues) and refer more complex issues
Liaise with customers and 3rd Parties as and when required
Develop content in Knowledge Base
Pro-actively resolve issues with service calls, escalating when required via structured process.
Ability to mentor and instil best practices in others in terms of ticket management and customer care.
Experience/Knowledge.
- Excellent communicator both written and verbally
- The ability to work well alone and under pressure
- Previous experience of Wintel environment
- Analytical Skills and demonstrable logical thought process
- Clear and professional telephone manner
- Previous Service/Help Desk experience MS Office Suite (to include up to Office 365), Internet, email (Outlook - Exchange/ Google mail), fault diagnosis, AD, AAD, Citrix & RDS
- Assist with assignment of calls
- Assist with call queues.
- Basic Hardware knowledge (HP platforms)
- Build knowledge of Bespoke Business Apps
- Wintel knowledge (Win 10/11, Windows Server 2008/16)
- Basic Networking knowledge and understanding of VPNs
- Call ownership and monitoring
- Basic Exchange Administration
- Assist with Tablet Devices issues
- Assist with Mobile Device issues
- Working knowledge of Google Apps and MS Office 365
- Knowledge of ITIL practices and processes
Preferred Qualifications/Experience/Skills;
- MCITP Windows Server/Workstation Administration
- Microsoft Office Specialist (to include MS Azure and O365)
- ITIL Service Management Foundation
- O365 / Azure portals
- Smartphones
- Company
- Malom
- Location
- Hillingdon, Greater London, West Drayton, United Kingdom
- Employment Type
- Permanent
- Salary
- £25000/annum 33 Days AL, 1 Day WFH
- Posted
- Company
- Malom
- Location
- Hillingdon, Greater London, West Drayton, United Kingdom
- Employment Type
- Permanent
- Salary
- £25000/annum 33 Days AL, 1 Day WFH
- Posted