Service Desk Analyst
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Are you a service desk analyst looking for your next position? Then why not come and join us as we embark on an exciting journey!
The Role
Provided 2nd level support of ODEONs hardware, infrastructure, and applications including on call as required
Provide a technical escalation point for 1st Line Analysts
To utilise problem analysis techniques to diagnose and rectify technical problems and queries including and not limited to hardware and software including ODEON's business applications
To work within the Incident Management Process, Service Request, and Major Incident Process
To escalate any calls not achieving the SLA level or require additional support in order to resolve the issue
To ensure calls are associated with the Problem Management process as required.
Creation of knowledge-based documentation and training material
To liaise closely with team members, passing calls through to keeping the customer updated
Excellent record taking ensuring that all relevant details are recorded in tickets
Data and record management, to maintain additions and deletions of users and user information.
What does it take?
Proven expeirence in a Service Desk role.
Technical background in management/maintenance of IT systems experience specifically in an Active Directory environment/Windows 2003 and above, LAN, WAN, SQL, Cloud Computing, Office365.
Broad understanding of corporate applications
What's on Offer?
Yearly performance bonus
25-days holiday + 8 days bank holiday
Film card entitling you to free film for you and your friends
Healthcare
Plus much more.
