1st line IT Service Desk Analyst

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1st line IT Service Desk AnalystReading - £20 per hour - Initial 3 Month ContractOur client based in Reading are looking to recruit a 1st line IT Service Desk Analyst. The successful candidate will be required to provide remote service desk based support to the customers of the organisation. The role will be on a Monday to Friday basis between the hours of 8.30am - 16.30pm with an hour for lunch.The successful candidate will ideally be ITIL foundation qualified or studying and capable of providing administrator services within various systems along with experience on a Service Desk supporting Microsoft Windows 7, Windows 8, Windows 10 and Microsoft Office. You must have good troubleshooting and analytical skills and have previous IT service desk/Helpdesk experience.

You will provide 1st support on a range of issues. Main duties and responsibilitiesRespond quickly and effectively to customer queries, service requests and incident reports by telephone, email, using remote assistance, at the walk-in counter or by other means as deemed appropriateProvide first line advice and support on supported systems, licensed software, email, applications, printing, networking, smart phonesProvide advice and support on connecting BYOD's to the data networksAccurately elicit relevant details of customer queries and record information using the department's computerised ticketing systemTake ownership of incidents and follow up the status of problems on behalf of the customer and communicate progress in a timely mannerRefer more complex queries to specialists with the appropriate support informationMaintain awareness of the supported services and make full use of support materials, referral systems and other Service Desk colleaguesAssist in maintaining accuracy of Knowledge Base and Known Error DatabaseMonitor the service management system for tickets assigned to the queue and process based on priorityDocument new fixes and workarounds and ensure these are added to the Known Error DatabaseDocument processes and responses to frequently asked questions in the Service Desk Knowledge BaseModify configurations, software settings etc. and install software on customers' computers using a remote assistance tool or SCCMPerform standard user registration processes and password resetsUse scripts to perform common networking and system tasksPerform post-resolution follow-ups to service requests and incident reportsYou must have exceptional communication skills.

***Please note that this 1st line IT Service Desk Analyst role has been subject to an IR35 Assessment and has been deemed to fall 'Inside' of IR35.***