Service Desk Analyst x 2

Location: London, United Kingdom

We are looking to recruit 2 service desk analysts to join our growing IT team in London.  As a core member of the Service Desk Team you will aim to resolve support calls at first point of contact from internal customers.  As a Service Desk Analyst you will be passionate about Customer Service and have a technical ability.  This includes resolving support calls within Service Level Agreements.

Your Responsibilities

• To provide Service Desk support to our customers
• Logging and updating Service Desk tickets
• Resolving the support call in a quick and efficient manner, paying attention to Company SLA's
• To escalate calls where necessary to the relevant support teams
• To keep up to date with appropriate technologies as used by the Company
• To familiarize yourself with all key Company systems
• To show a genuine desire to continually improve your technical knowledge and ability through self-study and in conjunction with the Company's offer of training

Technical Specification

Technical Skills:
• Windows 7/10
• MS Office - all versions
• Symantec (Norton) anti-virus
• Monitors, Printer and general desktop hardware
• Active Directory skills (Basic account management)
• Exchange 2007/2010 (Basic skills)
• Windows Server2003/2008/2012 (Basic skills)
• Must be able to demonstrate the ability to diagnose and trouble shoot IT issues
• Initiative to seek information in unstructured and undocumented environment
•  ITIL processes and desire to follow processes with little formal control
•  Able to quickly learn and support bespoke business applications

Person Specification

• Clear and effective communicator
• Projects a positive, friendly, and professional image in person and on the phone
• Demonstrates a passion for customer service
• Desire to study for technical qualifications
• Reliable and flexible
• Good team player
• Educated to Graduate level or 6 months in a Service Desk environment


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