SC 1st Line Support/ Service Desk Analyst / Helpdesk Analyst x3

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SC 1st Line Support / Service Desk Analyst / Helpdesk Analyst x 3

Fantastic Opportunities have arisen with a significant client in Milton Keynes

for several IT Service Desk Analysts / Helpdesk Analysts.

Objectives:

* To provide resolutions to incidents within SLA. To validate and record incidents where necessary and to ensure that incident records are correctly updated with accurate details and activities.

* To ensure incidents and service requests are managed and progressed for the end customer within the contractual SLA

Responsibilities:

* To provide a focal point of communication and technical escalation

* To liaise with all other internal departments and external partners

* Co-ordination of all service functions within specified range

* To vet and provide effective resolution of incidents; using a sound knowledge of networking architecture and protocols to assist with the troubleshooting.

* Follow procedures relevant to job role

* To act as a strong mentor and guide to all other Service Desk Analysts

* Perform administrative duties where necessary

* Contact with end customer, third parties and internal resolver groups.

* Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet.

* Periodically review Daisy Security Policies - centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements.

* Carry out any 'ad hoc' assignments as and when required.

* To be compliant with health and safety company policy and legislation.

Knowledge, Skills, Experience:

* Technical Helpdesk experience - 3 years

* Customer Service experience including a good telephone manner - 2 years

* A thorough working knowledge of Windows Vista & Windows 10.

* MS Office, Outlook, LocalRoaming profile, Active Directory & Exchange as well as experience of remote support.

* Knowledge of hardware - Desktop PC's, Laptops & Printers

* Appreciation of networking technologies & protocols, e.g. Routers, Hubs, Switches, TCP/IP

* Currently working towards an MCSA/E or CCNA accreditation.

* Making informed decisions

* Communication