1st/2nd Line IT Service Desk Analyst

Manpower are now recruiting for a 1st/2nd Line IT Service Desk Analyst, on behalf of one of our national clients.

Location: Trafford Park
Pay Rate: £27,500 per annum
Working Hours: 37.5 hours per week

Within this role, you will be responsible for providing application support for the business systems that underpin the company's business and operational teams. The application support team provide support Monday to Friday 7am until 6pm; therefore, the team are required to work shifts to ensure adequate support is provided during these core business hours. On call support may be required for out of hours, Saturday morning and some Bank Holiday cover.

The application support team provide desk side support for any service desk tickets that cannot be resolved remotely, to support rollout activities or large projects. You will also participate in user group forums and strategy workshops.
The business systems deployed include a mix of bespoke applications and commercial of the shelf software packages including Microlise, Paragon, Kronos, Concur, Moodle, Ross and Miradore MDM.

Duties:

• Trouble shooting, diagnosing and resolving (based on knowledge) application related technical issues.
• Being first point of contact via phone, email and customer portal.
• Managing customer liaison, proactive feedback and customer queries from ticket creation to resolution.
• Support of site networks, infrastructure and MDM solutions
• Log calls in the Service Desk call logging system.
• Call follow through with Development Leads and 3rd parties where necessary.
• Entering resolution details to the knowledge base
• Flagging common issues for problem investigation and resolution
• Linking recurring Incidents to open problems
• Customer feedback and ticket resolution
• Logging and organising hardware maintenance incidents with 3rd party vendors.
• Review 3rd party support contracts and flag when renewal is required.
• Maintaining documentation and Configuration Management Database
• Providing user training and How do I guidance when required.
• Travel may be required from time to time.

Essential Qualifications and Experience needed:

• Experience of working on an IT service desk in a 1st/2nd line analyst role
• Administration Experience
• M365 and active directory administration skills

Click apply now for immediate consideration!