1st Line Service Desk Analyst

A 1st Line Service Desk Analyst with experience providing Exchange Server, Office 365, Desktop operating systems, Active Directory and networking administrating support required for a Managed Services provider based in Central London.

Role: 1st Line Service Desk Analyst

Salary: £24kpa – £30kpa (depending on experience)

Location: Central London

Job Purpose:

To provide a single point of contact for Customers; and to facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels. In addition, the individual will also be responsible for the fulfilment of Service Requests.

Previous Experience:

Essential:

• Experience of IT support
• Use of Internet browser and on-line support tools
• MS Desktop operating systems
• Managing VPN’s
• MS Active directory
• MS Exchange
• Office 365
• Printer and Print Server set-up, and driver configuration
• Network Administration activities (e.g. User account administration)
• Knowledge of Office and standard Desktop applications

Desirable:

• Experience with Remote management tools
• MS server technology
• Experience with additional Microsoft Windows operating systems
• Experience within Managed Services environment
• Network switches and patching

Skills & Knowledge:

• Excellent communicator – particularly on the telephone
• Excellent problem solving skills
• Excellent customer care skills
• Professional manner
• Ability to effectively prioritise workload to meet deadlines
• Ability to follow internal and external procedures and policies
• Attention to detail

Qualifications & Training:

• Knowledge of ITIL framework
• Certificated in MCP or MCSE
• BTEC HNC/D or equivalent in Electronics/Computing/IT, or related subject

Key Responsibilities:

Incident Support and Management:

• Refer to any relevant problem tickets or pending projects which may facilitate a ‘Work-Around’ or resolution
• Utilise secure remote management and diagnostic tools to resolve network/end-user issues
• Research and resolve technical issues on software, PC’s and/or network
• Liaise with internal and customer third party suppliers to facilitate fix, when necessary

Proactive Remote Support:

• Secure remote monitoring & management of customer networks/infrastructure via remote management tools, and subsequent management of all IT related issues and escalations

Problem Management:

• Initiate the logging of problem tickets in line with defined process
• Search for ‘Work Arounds’, updating relevant problem ticket
• Utilise, update and monitor reported problems ensuring relevant information fed into Known fault Database

Site Visits:

• Attend proactive and reactive site visits, ensuring defined process is consistently followed
• Assist Project engineers with site installations for network implementations

Other/Special Requirements:

• Prepared to travel to customer sites, as required
• Some shift work may be involved to cover 7am to 8pm clients
• Included in out of hour rota which includes Saturdays

Send your CV ASAP – Further Details on Application

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