Service Desk Analyst / 1st Line Support / IT Helpdesk


Premium Job From REED Global

Recruiter

REED Global

Listed on

15th January 2020

Location

Cheltenham

Salary/Rate

£20000 - £23000

Type

Permanent

This job has now expired please search on the home page to find live IT Jobs.

Are you looking for a new and exciting entry level position in to IT?Then this is the role for you!REED Technology are working with a client based in Cheltenham who are looking to recruit a budding service desk specialist to join their growing team.This role will see you resolving 1st line incidents and working with the service desk technicians to resolve 2nd line incidents. Through this system of support and mentoring the successful applicant will see themselves develop professionally making this the perfect opportunity for someone who is looking for a progressive entry level role into IT.Benefits include 5% profit share, pension, parking and study support.Key Responsibilities:Log incidents by phone in a timely fashionEnsure that tickets are correct (category, priority, allocation, etc.)Ensure the ticket is correctly categorised and prioritizedDevelop and maintain self-service documentationResponsible for keeping the user informed on the progress of their support ticketEscalate tickets where required to the IT management teamWork with the team to reduce repeatable incidentsMaintain users (account configuration, starters & leavers, support new users, mailboxes, etc)Provide 1st line support on allocated ticketsUpdate process and maintain documentationCommunicate and escalate known/reoccurring issues with the IT Management teamAssist with the development of the service management systemAssisting the teams in preparing for site visitsProvide training to end users and other members of IT staff as requiredActively involved in developing documentation and solutions for issues raisedAdhere to the IT Security Strategy at all timesPerson SpecificationThe ideal candidate would be either be working in a 1st line support role currently or have IT-related qualifications and a strong desire to embark on a career in IT.If this sounds like the role for you, please apply online ASAP or email an updated CV Successful candidates will be contacted within 24 hours.Good Luck!

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