Desktop Support Analyst

Desktop Support Analyst £24,000, rising to £26,000 after 6 months and then to £28,000 after 12 months, plus 31 days holiday (23 days holiday + 8 days bank holiday) + Pension + training + Certifications + Healthcare Scheme + Childcare Vouchers + Corporate Gym Membership + flexi benefits Location: Newport My client are in the middle of a massive growth spurt and restructure and with this in need of staff including a Desktop Support Analyst to be based on their client site in Newport. If you are currently in a Desktop Support Analyst role and looking to join a growing company then you need to contact us now. As a member of Service Operations, you will play a key role in the delivery of high-quality technical support for the business and the customer being permanently based on the client site, whilst delivering exceptional customer satisfaction and a personalised service. This position requires troubleshooting, problem-solving and technical skills using various diagnostic tools. In addition, strong inter-personal skills are required to guide customers through situations, providing the customer satisfaction. This may often be under challenging conditions. Desktop Support Analyst Technical Experience * Basic experience in troubleshooting relevant, common technologies such as: * Microsoft Windows Operating Systems. * Microsoft Office, 365 and other associated applications * Common Business Applications * Building of hardware * Networking skills Any exposure to the below would be a major advantage * Microsoft Windows Operating Systems including Active Directory, Group Policy. * Virtualisation (e.g. VMware, MS Hyper-V) * Enterprise Storage (Netapp, Dell EqualLogic) * Microsoft Exchange. * Cloud Technologies (Office 365, Azure) * Networking (configuration of firewalls, routers and switches) * Citrix. Desktop Support Analyst Job Requirements/Experience * Receive and respond to incoming customer calls, applying First Time Fixes wherever possible * Monitor and progress incoming emails and progress to the relevant Service Area * Assess, Troubleshoot and Resolve all End User Computing issues using known troubleshooting methodologies * Resolve Standard Service Requests related to End User Computing * Adhere to a strict ITIL environment ensuring that all ITIL and ISO processes are followed. * Work with your colleagues to answer incoming calls, raise relevant cases and act as an overall first point of contact to end users. * Ensuring that, at all times the customer is fully aware of the status of their case. * Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department. * End User computing services to the customer beyond that provided from our offices as required. * Assist Problem Management by using all the information to hand to identify, prevent or resolve ongoing or potential issues. * Ensure that all work carried out for customers is recorded in the in-house systems accurately such that work is charged correctly and no work is undertaken unbilled that should be billable or charged to the wrong contract/contract line