IT Service Desk Analyst

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My global client is looking for an expert IT Service Desk Analyst, someone to provide 1st line support for all incidents and service requests and 2nd -3rd line for all systems and applications supported by the Service Desk. Support can be provided over the telephone, via remote control, email and IM, as well as desk-side.

Location - Epsom

Duration - 6 Months

This is a customer facing role and the scope of the role includes but is not limited to:

*Delivery of first class customer service, ensuring the customer is satisfied with the resolution

*Providing technical support from 1st to 3rd line level, i.e. from initial handling of the call through to the technical resolution

*Proactive management of calls assigned to team ensuring that the SLA targets are met

*Reporting, e.g. performance, audit and statistical reports

*Timely execution of housekeeping and maintenance procedures

*Trend analysis, troubleshooting and problem management to reduce Incidents

*Technical administration for core regional and UK systems

*Support and installation of hardware including Desktops, Laptops & Printers

*Asset management including procurement, audit and reporting

*Support and installation of operating systems and software including bespoke systems

*Telecoms administration

*Co-ordination with internal, 3rd party suppliers, other external contacts and end users

*Developing relationships with all areas of the business and external contacts

*Creation, maintenance and adherence to policies and procedures

The main supported systems are:

*Windows 7 Operating System

*RSA and Juniper

*Microsoft Office 2010/2013

*LANDesk Service Management suite

*Outlook 2010/2013

*Exchange 2010

*Bloomberg

*Airwatch Mobile Device Management

*Banking systems including CitiDirect, Barclays.Net, RBSOnline

*Bespoke CRM and POS systems

*Windows 2008 Server

*Cisco CUCM, CCX and Unity

*Supportworks ITSM for call management

Spring Technology 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.

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