1st Line Service Desk Analyst

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As 1st Line Service Desk Analyst you will be responsible for providing technical support and responding to incidents and service requests raised with the Service Desk. You have a flair for tech and like to provide robust service delivery to clients, with a strong will to make a difference.Client DetailsMichael Page are delighted to be partnered with this managed service provider to support on the recruitment of a 1st Line Service Desk Analyst.DescriptionWhat you'll be doing?You will be responsible for providing technical support and responding to incidents and service requests raised with the Service Desk.Key responsibilities:Provide technical support, responding to incidents and service requests raised with the Service Desk via phone, email and remote control. Provide first-line investigation and diagnosis. Ensure all incidents and service requests are logged and assigned, with appropriate levels of detail, categorisation and prioritisation Take pride in ensuring that incidents are responded to and resolved in a timely manner to meet defined service level targets. Complete relevant and skilled investigations, before escalating to other support groups. Maintain a high degree of customer service and adherence to ITIL service management principles, taking ownership of incidents and requests, and being proactive when dealing with customers. ProfileKey Skills & Experience:Software troubleshooting and assistance Experience of working to and reporting against SLAsGood working knowledge of current versions of MS Office and Microsoft WindowsUnderstanding and awareness of ITIL framework and processesMicrosoft Office 365, Exchange Online, OneDrive, SharePoint OnLine Windows 8.1 and later and MacOS Hardware troubleshooting and support Windows/MacOS laptops and PCs Printers and peripherals Server Administration and support Windows Server 2012 R2 and later Microsoft Exchange 2013 and later Active Directory Citrix XenDesktop 7.15 and later Networking knowledge LAN/WAN technology fundamentals Experience in these technologies is not essential, but would be an advantage Email security products, e.g. Mimecast / MessageLabs Microsoft Server/Client OS and/or Office 365 Certifications advantageous but technical ability and aptitude for problem solving is of higher value Active Directory including knowledge of DNS, DHCP, Group Policy Remote Monitoring and Management Legal applications ITIL Foundation certificate Job OfferHighly competitive salaryOpportunity for paid qualificationsFast paced career growth/Personal development plan