IT Service Desk Analyst

Location : Shrivenham, Oxfordshire, England
Job Ref : AR222
Consultant : Alex Reeves
Sector : IT, Internet
Salary : £23.5k - 25k per year

Description

AR222 – IT Service Desk Analyst

Location: Shrivenham, Swindon

Salary: £23,500 – £25,000

Overview:

First Military Recruitment are currently seeking a IT Service Desk Analyst on behalf of one of our clients.

The Service Desk Analyst will provide telephone and email based support, logging and tracking information in the Service Desk tool to ensure service requests and incidents are resolved in line with customer Service Level Agreements.

Our client encourages applications from ex-military personnel however all candidates will be given due consideration.

Duties and Responsibilities:

  • Acting as an initial point of contact for external and internal customers providing support to users; ensuring that all communications to the Desk, phone calls, e-mails etc. are answered promptly and in a professional and courteous manner.
  • Responds to requests for support by identifying, registering and categorising incidents.
  • Resolves issues at first call using standard operating procedures and knowledge base.
  • Troubleshoot basic network issues.
  • Following agreed procedures, provides information to enable incident resolution and promptly allocates incidents as appropriate and in accordance with agreed SLA’s and KPI’s.
  • Responsible for general incident management ensuring customers are provided with regular updates, and progression is made in line with Service Level Targets.
  • Ensuring that all actions and diagnostics performed within life-cycle of incident is recorded accurately in the Service Management Tool and that the incidents/tickets are escalated to the 2nd Line Support team where appropriate and in a timely manner.

Skills and Qualifications:

  • Customer Service skills.
  • Excellent Communication skills (both verbal & written).
  • Ability to obtain Government Security Clearance (SC) with no restrictions.
  • IT support skills.
  • Microsoft Office 2016 suite.
  • Windows 8/10.
  • User Account management.
  • General knowledge of basic software installation and network hardware (Desirable).
  • General knowledge of desktop computing.
  • Ability to troubleshoot printer/hardware issues.
  • Passion about Service Delivery.
  • Analytical & Problem solving skills.
  • Excellent Time Management & organisational skills.
  • A flexible approach to work at all times and the commitment to ensure tasks are completed to deadline.
  • Able to respond quickly to changing priorities.
  • Ability to produce clear and concise working processes and procedures.
  • Ability to work proactively, under one’s own initiative.
  • Keenness to learn and progress professional career.

Location: Shrivenham, Swindon

Salary: £23,500 – £25,000

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