Shared Service Desk Analyst

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

Job Title: Shared Service Desk AnalystLocation: Yiewsley, West DraytonSalary: £25,000Job Type: Full Time, PermanentShift Rota: Mon - Fri (including Bank Holidays) split over 3 shifts covering 07:00 - 18:00Hours: 37.5 hours per weekEstablished in 1979 and incorporated in 1985, this company is one of the largest independent IT service & support companies in the UK. Their philosophy of 'service beyond the call' delivers a high level of support to all your company's communications and data management requirements.Main Duties and Responsibilities:To take/log/monitor/resolve IT related incidents/service requests via phone/e-mail/portalMust be self-motivated with excellent customer service and liaison skillsTo be proactive and "own" calls residing on the Service DeskDrive/manage calls to resolution within SLAAct as a first line escalation point (for immediate issues) and refer more complex issuesLiaise with customers and 3rd PartiesDevelop & share content in Knowledge BasePro-actively resolve issues with service calls, escalating when requiredThe Successful Candidate:EssentialsExcellent communicator both written and verballyThe ability to work well alone and under pressurePrevious experience of Wintel environmentAnalytical SkillsClear and professional telephone mannerPrevious Service/Help Desk experience MS Office Suite (to include upto Office 365), Internet, email (Outlook - Exchange/ Google mail), fault diagnosis, AD, Citrix.Assist with assignment of callsAssist with call queues.Basic Hardware knowledge (HP platforms)Build knowledge of Bespoke Business AppsWintel knowledge (XP/Win 10, Windows Server 2003/16)Basic Networking knowledgeBES Administration/Device ActivationBasic Exchange AdministrationAssist with Tablet & Mobile Devices issuesWorking knowledge of Google Apps and MS Office 365Knowledge of ITIL practices and processesPreferredMCITP Windows Server/Workstation AdministrationMicrosoft Office Specialist (to include MS Azure and O365)Citrix certificationITIL Service Management FoundationSAN technologiesCitrixMs ExchangeSmartphonesSQLPlease click on the APPLY button to send your CV and Cover Letter for this role.Candidates with the relevant experience or job titles of; IT Support Service Desk Team Leader, Senior IT Service Desk Consultant, IT Support Consultant, Customer Support, Senior 1st Line Support Engineer, 1st Line IT Support, Senior Helpdesk Support, 1st IT Support Analyst, 1st Line Support Engineer Team Leader, 1st Line Support Technician, Helpdesk Analyst, Helpdesk Support, IT Support Analyst may also be considered for this role.