1st / 2nd Line Service Desk Analyst - ITIL - 25K

Location: East Midlands
Industry: IT
Salary: £20000 - £25000 per annum + Pension, Bonus, Gym
Posted: 17/06/2016

1st Line, 2nd Line, Service Desk, IT Support, Windows, Exchange, Active Directory, MS Office, ITIL - Northampton - Global Engineering client - 25K + Bonus

An exciting opportunity has arisen for a Service Desk Analyst to join the IT team at a time of significant and exciting change. This is a Global Engineering client with an impressive history and more exciting future. The purpose of this role is to provide first level support to customers, including taking calls and handling incidents or Service Requests using the incident management and request fulfillment processes, in line with Service Desk objectives.

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone and email and Service Desk ticketing system
• Escalate unresolved calls to L2 and infrastructure support team
• Maintaining an Asset Database and tracking changes
• Take ownership of user problems and follow up the status, communicating progress in a timely manner
• Arrange for external technical support where problems cannot be resolved in house
• Publish support documentation to assist staff with requests for information
• Report to Service Desk Team Lead on any issue that could significantly impact the business
• Support will include out of hours rostered phone support

• Administration of accounts within Active Directory, including setup of accounts and permissions
• Administration within Microsoft Exchange Management
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 & 10
• Strong knowledge of Microsoft Office Suite
• Publish support documentation to assist staff with requests for information
• An ITIL qualification is desirable
• Translate technical information into language the customer understands

• 2 years previous IT Service Desk and/or Call Centre experience required
• You will be a self motivated achiever who gains satisfaction from providing excellent customer service
• Excellent communication skills and telephone manner
• Excellent organisational skills
• A strong sense of urgency and the ability to multi task effectively
• Encourage and maintain a positive employee culture of good communications, customer care and continuous improvement within team members
• Contribute to the overall success of the Service Desk Team by working together to improve existing processes and technical understanding

SALARY: Up to 25K, Bonus, Pension, Healthcare, Gym, Free parking

Candidates of all ages and backgrounds will be considered. Ascent People is acting as an Employment Agency in respect of this vacancy.

Recruiter:
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Email: My Social