Desktop Analyst

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Senior Desktop Analyst

Duration: 12 months

Location: Haddenham (Buckinghamshire)

This role is to work as part of the current team providing Deskside Support. The successful candidate will also need to work in a customer facing environment dealing with Incidents, Service Requests or Changes as and when required. Delivering the technical tasks within defined timescales and to standards agreed in relevant Service Level Agreements with client.

Strict adherence to standard technical processes/practices followed for the corresponding services. Ability to understand/follow standard ITIL processes as per the scope of corresponding service.

Occasional involvement in Project work under minimal supervision of the experienced members in the team. Learning upcoming technologies that could be used going forward for day-to-day delivery (as per the latest trends).

Primary/Essential duties:

SERVICE DELIVERY: Manage incident life cycle, in accordance with the client's Incident Management Procedures, including creating, tracking, and escalation to achieve final resolution and ensure user satisfaction. 65%

SERVICE SUPPORT: Deliver a high percentage of first contact resolution (FCR) for Level 1 technical issues within the global computing environment (enterprise applications including but not limited to SAP, Lotus Notes, MS Office, as well as the supporting infrastructure) through the utilization of documented processes and procedures. Flexibility to work after hours if needed 10%

Secondary duties:

1. Collaborate with other team members to identify real time trends to proactively recognize systemic issues and/or concerns ,and escalate as appropriate. 5%

REQUIRED:

Technical

Graduate in IT (preferably);

Working experience of 3 to 4 years in the relevant technologies;

Should have good exposure to ITIL processes, preferably ITIL certified;

Excellent knowledge of operating system for Microsoft and Apple/Mac products

Printers and all other IT related Hardware Knowledge

Documentation skills

Personal :

Excellent interpersonal and communication skills (both Verbal and Written);

Client focused in the delivery of service, with good client facing skills;

Experience of providing support in a similar professional organization;