Service Desk Analyst - 1st Line Support

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Service Desk Analyst - 1st Line SupportWindows 7/10, Desktop, Laptops, Printer, iPads, Active Directory, Break-Fix, Helpdesk Software and Ticketing Systems, HEAT or Remedy or TopDesk or Hornbill or ServiceNow or MS Service Manager etc, Active Directory, SCCM, MS Office 2016, MS Exchange.Excellent Telephone Manner and High-Level Customer Service Ethic!£20,000pa to £22,000pa + Bonus + Health + Pension + 25 Days Holiday + Bank HolidaysSolihull, South Birmingham, West MidlandsThis established and dynamic financial services organisation are seeking a professional, challenge orientated and focused IT Service Desk Analyst to impact and add value to their in-house IT Support Helpdesk and ultimately enhance their client-side support services.You will need proven experience working as part of a Service Desk or Helpdesk Team as this role is pivotal but challenging, diverse and rewarding and will offer you an opportunity to grow technically.The person required will require tenacity, patience, teamwork and the flexibility to go the extra mile and offer a 1st class customer experience.Day to day you will offer 1st Line support to over 1,300 users in a Microsoft Data Centre and your key responsibilities will include responding in a timely manner to calls, queries or fault reports whether these are raised by phone, email or via a service desk database. Managing and maintaining the client's software and hardware.In this role you will be required to:Respond positively to end user calls, e-mails or raised tickets, resolve immediately where possible and if not possible route quickly and effectively to appropriate contactManage user administration at the desktop within limits of security policiesPerform Hardware installations, moves and upgrades for all equipment across multiple sitesEnsure desktop operating system and core applications are maintained to agreed security & patch levelsRepair and maintenance of hardwareSupport projects and liaise with other teams as requiredSupport remediation of faults and security vulnerabilities as requiredOut of Hours Support on an on-call rota basisSupport multiple locationsFollow core processes and procedures such as change control and incident loggingKeep appropriate records and update documentation or checklists as applicableAdditional requirements will include:A full UK Driving Licence is essential.Previous experience of working on a Service Desk is essential.Exposure to Active Directory and SCCM will be an advantage.Desirable but not Essential Certifications:CompTIA+MCPITIL v3On this client facing platform you will need a consultative DNA, a high-level of Service Ethic, and a "Customer is King" attitude.Take this opportunity to rise above your peers and secure a role to elevate your IT career.