1st Line Service Desk Analyst

A Global Technology company based in West London is looking to recruit a 1st Line Help Desk Analyst. You will be responsible for providing technical support associated with all desktop related services as required to enable a 24 x 7 IT Support Center. This includes the following systems – desktops, laptops, thin clients, IP-phones, monitors, printers, and all related software including operating systems, and approved business applications.

Core Key Responsibilities:

• Execute client support global strategy to provide IT desktop coverage and support to all company personnel. Identify customer needs and work within defined client team processes to support and improve user productivity and IT response times
• Provide First Contact Resolution wherever feasible and proper escalation of calls to Tier 2 and 3 when issues are more complex and can’t be resolved in a short period of time.
• Maintain all end user hardware systems required for employee or production purposes (desktops, laptops, phones, printers, thin clients, hand-held units, WiFi devices, scales, etc.), including break/fix of desktops and laptops when required.
• Assist with maintenance and update of all necessary client applications running on company desktops. Ensure client security software is up to date (anti-virus, anti-phishing, anti-spam, preventative malicious components).
• Assist with physical administration of systems as required by customers such as moving locations, changing out older hardware, or replacing components such as memory, hard drives, or monitors.
• Increase communication and collaboration with the user groups and managers to ensure consistent delivery of service as well as finding opportunities for improvement in the existing infrastructure, hardware and software related services

Key Skills Required:

• Computer Science degree prefered, BS Degree in related field preferred highly advantageous.
• Ideally 1 years experience with in a 1st Line IT Support position
• Basic knowledge and experience with workstation operating systems (evaluate, install, troubleshoot, determine impact of and apply patches issues by vendor, debug applications running within the OS, configure and troubleshoot network, firewall and security tools – including AV)
• Basic knowledge and experience with applications support – office based (MS Office, Outlook, Visio, CAD, UG, Oracle, etc)
• Basic knowledge and experience with network infrastructure (cable management, network interface cards (NICs), switches (SW), routers (R), firewalls (FW), WiFi access points (AP))
• Basic knowledge and experience with server administration tools & remote access (syslog, event viewer, CLI over out-of-band, etc.)
• Basic knowledge and experience with other hardware devices in support of business (printers, plotters, scanners, projectors, conf. systems, RF, warehouse Hand Held systems, conveyor and peripherals, etc.)
• Basic knowledge and experience with conferencing solutions (Microsoft Lync, Vidyo, Skype, etc.)
• Basic knowledge and experience with Smartphones
• Basic knowledge and experience with remote Sales Support
• Works on problems with limited scope or degree of difficulty.
• Must be able to effectively use a PC for 3-8 hours each day
• Must answer emergency or critical calls (via pager or cell phone) within the required SLA, 24/7 with the exception of time off or rotation in support services
• Be able to install basic components (cables, printers, scanners, boards, disk drive, etc.) in desktops, workstations, switches, routers, servers, etc.

Huntress Group does not discriminate on the grounds of ‘protected characteristics’ as defined under the Equality Act and other relevant UK legislation.

Huntress Group acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.