1st Line Service Desk Analyst - ITIL - Windows 7/10 - 22K
Location: West Midlands
Industry: IT
Salary: £18,000 - £22,000 per annum + Pension, Bonus, Gym
Posted: 05/07/2018
Description
1st Line, Service Desk, IT Support, Windows 7 & 10, Active Directory, MS Office, ITIL - UK Communications company - 20-22K + Training
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 fulfilment processes, in line with Service Desk objectives.
Technical skills knowledge required: Windows 7/10, Mobile Phones (iPhone/Blackberry) set ups, VMWare / Server knowledge (not essential, will be trained)
Responsibilities
- 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
Candidate Profile
- 12 months + IT Service Desk 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 & problem solving ability
- A strong sense of urgency and the ability to multi task effectively
- Contribute to the overall success of the Service Desk Team by working together to improve existing processes and technical understanding
Salary & Benefits
Salary: 20-22K pending experience, Pension, Healthcare, free parking. Commutable from Leicester, Nuneaton & Coventry.
Candidates of all ages and backgrounds will be considered.