Service Desk Analyst

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Service Desk Analyst - Croydon - £24,000 DOE

Spring Technology is seeking a Service Desk Analyst to join one of our Global Insurance clients in Croydon. We are seeking a candidate who can use their expert interpersonal and communication skills to analyse and provide support both in the UK and overseas. Strong communication skills are key, as you will support users via telephone and other software platforms.

The Role:

Your role will be to provide analysis, diagnosis and resolution of customers' IT issues. This could be straightforward or possibly more complex, either way, as an authority, you will guide the company through the issues. You will also action customer requests for new IT hardware, software and access. You'll be monitoring the Service Desk procedure in line with ITIL v3 Best practice, PC and Laptop hardware set up and configuration and Installation of hardware & software including the recording of licenses.

The role will require the management of MFD printers, AV kit support, SCCM Maintenance and the use of LogMeIn Software for remote support.

Cable & patch management and Desk side support experience is fundamental to this role as is the ability to prioritise and manage your own workload.

Responsibilities:

*Diagnose and resolve incidents and service requests either by a deskside visit or via remote fix while keeping customers informed of the ticket lifecycle to handle the customer's expectations as you work.

*Deliver an efficient service that ensures customer satisfaction is kept at a high level.

*Provide Continual Service Improvement to Operations and liaise with & support other technical teams. Solve problems across the full range of systems, applications and technologies at first contact via remote systems access or by providing user guidance

*Carry out duties following internal policies and procedures in accordance with applicable laws, rules, regulations, good governance and the company's shared values, in particular, putting clients at the heart of the business.

*Contribute to the production of IT processes documentation, Dedicated management of queues, managing unassigned tickets and continuous updating of work info

Requirements:

*MCP/MCDST or equivalent

*An ITIL qualification is also preferable but not essential.

*Any experience supporting the following:

oWindows 7 & 10, Microsoft Office packages: 2010 & 2013

oMobileiron doe mobile device management

oApple products; Laptops, IPads, IPhones

oComputer & User Management in Active Directory

oApplying folder / files permissions

oExchange 2010 admin

oCitrix 6.5 XenApp 6.5 and Citrix receiver and common issues

oBMC Remedy Service Desk software (or similar)

Please note:

The role is a shift based and will rotate within the hours of 7am-7pm Monday to Friday. Some out of hours' work can take place outside of these set times, e.g. weekends

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Spring. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser: www.spring.com/candidate-privacy-information-statement