Out of Hours Service Desk Analyst

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Job Title: Out of Hours Service Desk AnalystLocation: Hybrid (Homebased / Office based in Heathrow)Salary: CompetitiveJob Type: Full-time, PermanentHours: 12-hour shifts on a 6-week shift pattern rotaKey Duties:Provide direct technical support by telephone to key clients to a successful conclusion both in and out of hours based on staff rota 24 x 7Answer phone calls and log accurately into customer's call logging system when required.Co-ordinate Field Service Engineers and procurement process during out of hours shiftsInvestigate, manage and resolve incidents in accordance with procedures and SLA. This includes tasks delegated by the Support Delivery Supervisor during day shifts.Provide incident management and escalation in accordance to client requirements and procedures.Attend client sites when required for knowledge transfer workshops then update members of the OOH team.About you:Knowledge and Experience:Excellent communicator both written and verballyThe ability to work well alone and under pressureProven experience in Incident Management practices and procedures, being a point of escalation and updates where required.Proactively monitor and action of client support queues and mailboxes.Ability to investigate and troubleshoot a wide variety of problems, with network and computer hardware, operating systems and application softwareWorking knowledge of recent and current releases of Microsoft Windows Server and Exchange Server products.Demonstrate a good understanding and experience of working with Windows Server 2008, 2012 and Active DirectoryAdvanced MS office knowledge and trouble-shootingProviding status updates and reports when requested by managementWorking knowledge to install, configure, troubleshoot and support of network technologiesUnderstanding and ability to implement and use remote support productsAbility to maintain documents and records to a professional standardMaintaining and developing working relationships with other business functionsHave an adaptable and flexible approach to work and associated shift patternsMonitor and report on internal infrastructure hardware statusesWorking knowledge of recent and current releases of Citrix XenApp and XenDesktop productsWorking knowledge of recent and current releases of VMware vSphere productsKnowledge transfer and mentoring of other technical team membersWorking knowledge of Google Apps and MS Office 365Gain and maintain professional accreditations through training as defined by managementKnowledge of ITIL practices and processesPreferred Qualifications/Experience/Skills:MCITP Windows Server/Workstation AdministrationMicrosoft Office Specialist to include MS Azure and O365.Citrix certificationITIL Service Management FoundationAt least 5 years' experience in similar client facing roleDesirable Skills:SAN 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, 2nd Line Engineer, Customer Support, Senior 1st Line Support Engineer, 1st Line IT Support, Senior Helpdesk Support, 1st IT Support Analyst, 1st Line Support Technician, Helpdesk Analyst, Helpdesk Support, IT Support Analyst may also be considered for this role.