Service Desk Analyst - £24K - Bristol
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Service Desk Analyst - £24K & Benefits - Bristol
Roles and Responsibilities
* Participating in a Global Service Desk Team working on a 4x4 working pattern
* Triaging new customer tickets using Cherwell Service Management, assessing priorities and escalating if required
* Resolving Incidents and Requests raised by our customers within agreed SLA's
* Handling telephone calls from customers, vendors and other 3rd parties
* Generating and analysing Lync and SfB Media quality reports
* Follow documented processes to provision and modify user accounts, Lync/SfB Application functionality and services
* Performing server and application maintenance activities, including patching using SCCM
* Escalating Hardware issue to our suppliers and co-ordinate supplier access to our datacentres around the globe
* Supporting 3rd line engineers with our core services - Lync 2013, SfB, Exchange and SharePoint
* Executing technical tasks for problem management, projects and CSIP improvement initiatives
Skills and Requirments
* Demonstrable service culture focus
* Strong background in technical support with a focus on Microsoft products including Windows Server
* Proven management of support requests and incidents using the ITIL framework
* Complex Problem solving and troubleshooting skills and experience
* Ability to prepare quality written correspondence, and internal and external-facing documentation
If you feel you have what it takes to fill this postion get in contact ASAP on 01913387539 or email your C.V. with the role title in the subject to [email protected]
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