Service Desk Analyst / 1st Line Support

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You will be handling incoming telephone and email faults and service requests, ensuring that all incidents and requests are logged and vetted, diagnosed and/or processed so that they are dealt with in accordance with contractual SLAs. This will include:

* Ensure that reported faults and Service Requests are responded to in line with SLAs.

* Effective management of 3rd party suppliers/resolvers to ensure optimal performance in line with associated SLAs.

* Provide an effective, professional response and solution(s) to reported Incidents/Requests

* Maintain relationships with contractual service providers and internal IT resolver groups.

* Restore normal service to the user as quickly as possible.

* Offer general guidance and advice to users.

* Achieve maximum personal KPI's and Call Quality objectives.

* Assist the team in achieving set targets such as first contact fix and mean time to resolve

* Take ownership for personal development and strive to continually improve on existing skills in order to enhance performance within the job role.

* Be an advocate of world class customer service.

Essential Skills include:

* Good interpersonal skills, polite telephone manner, effective communicator at all levels

* Understanding of the workings of a Service Desk and ITIL aligned processes

* Effective listening skills and excellent attention to detail

* Active Directory account administration.

* Exchange account administration.

* Windows Server folder administration.

* General Microsoft Windows application support and installation. SCCM deployment.

* Understanding of Microsoft Office applications and Operating Systems in respect of dealing with 1st line user queries, requests and faults.

* Experience of remote diagnosis and fixes via RDP, Bomgar or other remote control system.

* Ability to work to deadlines and work as part of a team

* Able to prioritise own workload and often be self-reliant

* Able to use own initiative and self-motivated

* Good organisational skills

* Work well under pressure, good time manager, good team worker, ability to multi-task.

* Remain professional, tenacious and persevering in all situations

* Knowledge and appreciation for customer environment and challenges would be advantageous

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.