Service Desk Analyst (1st/2nd line)
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Service Desk Analyst (1st/2nd line)
Market Rate (initial 3 months)
London
We are looking for a Service Desk Analyst (1st/2nd line), for one of the world's largest reinsurance groups based in the City.
The ideal Service Desk Analyst (1st/2nd line), will have experience of service desk or technical support. Any experience with Windows or service management tools would be highly advantageous.
Role
*Carrying out first level support and ensuring a timely processing of all incidents for the UK and other offices within the group where required.
*Actively progressing and coordinating the incidents with the second level support in IT Operations and IT Business Solutions.
*Pro-actively communicating with users, ensuring that they are adequately informed about the progress of tickets.
*Accurately maintaining documentation and the central knowledge base in the group global service desk solution. Ensuring all service requests and incident tickets are formally recorded and processed in accordance with group policy.
Other Responsibilities -
?Build and deployment of client desktops via software deployment tool, eg. SCCM
?Assist in the day to day ad-hoc IT duties where required, eg:-
?Setting up of IT equipment
?Changing back up media
?Maintaining IT storage areas
?Supporting printers, telephones (including mobile devices) & miscellaneous network equipment where necessary.
?Participate in both local and global projects where required and as agreed by the line manager
Skills
*Minimum of 2 years' experience working in an IT service desk environment. *Experience with service management tools (eg Service Now) following defined process workflows.
*Minimum of one Microsoft certification eg Desktop (Windows) or Application (Office).
*ITIL experience (foundation) desirable.
Spring Technology is acting as an Employment Business in relation to this vacancy.
Spring Technology is an Equal Opportunities employer; we welcome applicants from all backgrounds.
