Desktop Support Analyst

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My client a are a global IT consultancy with a global presence , due to large growth they are looking for an experienced IT Service Desk Analyst to join there growing IT team based in Eynsham.

Your role will be responsible for providing first and second line technical support to all of my clients employees in using their IT equipment and associated software. As part of the team you will be face of IT so excellent customer service is expected.

Technical Support

Respond to and track to all incoming calls, emails and IT enquiries to the Service Desk, triaging calls and ensure all relevant information is captured at point of logging.

Resolve incidents at first point of contact, where possible, or accurately assign to other resolver teams where appropriate.

Provide timely and accurate information to customers in order to efficiently resolve any issues

To maintain up to date understanding of technology used within the business to ensure that user issues are managed effectively and efficiently.

key experience to include :

Previous working experience of ITIL Incident Management process

An understanding of Microsoft products including Office365

Understanding and experience of formal Service Delivery approaches, systems and

processes in a multi-site environment

Experience of working to and reporting against SLAs

Good working knowledge of current versions of MS Office and Microsoft Windows

Understanding and awareness of ITIL framework and processes

Good customer service skills, with the ability to interact professionally with all levels of internal and external contacts.

Broad technical skills within a Microsoft environment

Good communication skills both verbal and written

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.

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