My client, a leading and well established consultancy requires a Service Desk Analyst. The objective of this role is to provide IT support to all business users , logging incidents in the Service Desk Incident Management Tool (CA Unicentr then diagnosing and managing these incidents to resolution, in adherence with strict Service Level Agreements (SLA's). Key responsibilities include end to end incident management of all reported incidents through to resolution, co-ordinating the activity of all internal resolver groups and 3rd party suppliers as required to ensure the incidents are fixed to the satisfaction of the customer and in-line with SLA's. You will be responsible for answering all calls to the Service Desk within the SLA response times; recording all incident details and resolution activity into the Service Desk tool (CA Unicenter). You will provide root cause analysis and troubleshooting ensuring that all data is accurate and up to date. You will be providing a high level of first time fix (over 75%) for all incidents and escalating incidents to the next level of management or technical support where SLA timescales are reached, ensuring regular communications updates are provided to the customer until incidents are resolved. You will be required to undertake pro-active system and server monitoring providing response to and analysis of automated system alerts. Experience required will be previous Service Desk experience, ideally in a multi tiered enterprise environment supporting at least 4000 users. Wintel experience in the following: Active Directory, Microsoft Exchange and Citrix Management. A thorough understanding of the following technical disciplines is required: Windows NT/ XP/ 2003, Microsoft Office 2003; exposure to Laptop, Desktop, printer hardware support also Checkpoint VPN, PDA's and Network comms equipment is important. You must be able to demonstrate a methodical approach to problem solving and troubleshooting with excellent communication, interpersonal and customer service skills with a customer focused attitude and desire to provide continual service improvements. Previous experience of using Service Desk Tools, including scripts and SLA monitoring would be advantageous. For more information, please apply now