Open Service Desk – 2ls Analyst

We are recruiting on behalf of a nation wide client who is seeking a suitable candidate for the position of Open Service Desk – 2ls Analyst.

Working on a shift pattern in a fast-paced environment, you’ll be working to meet the high professional standards for customers. You will be working on incoming incidents in a professional, courteous manner over the phone and via email and Internet. Candidates should be able to describe technical details to non-technical customers in simple plain English.

Job Description
– Incident Management: Keeping customers and relevant teams up-to-date on the life cycle of an incident.
– Supporting Windows 7
– Configuring and Troubleshooting Start-up Settings
– Troubleshooting Start-up Issues
– Using Group Policy to Centralise Configuration
– Troubleshooting Hardware Device, Device Driver, and Performance Issues
– Configuring performance options
– Troubleshooting Network Connectivity Issues
– Use Remote Desktop/Assistance
– Troubleshooting User Issues by Using Remote Assistance
– User Log on Issues
– Troubleshooting Security Issues
– Troubleshooting Internet explorer and Content Access Issues
– Troubleshooting Operating System and Application Issues
– Troubleshooting software installation escalations, eg. Installation permissions; local administrator requirement; licensing restrictions; digital signing
– Troubleshooting enterprise log on issues, eg. Hardware versus network; password expiration
– Troubleshooting enterprise network connectivity issues, eg. Determining scope of issue; determining whether it’s a PC or a network connectivity issue; TCP/IP; hardware and cabling; proxies; default gateway
– Troubleshooting enterprise names resolution issues, eg. Checking which DNS is assigned; flushing the DNS cache; DNS look up to DNS server; checking the DHCP scopes
– Troubleshooting enterprise network printer issues, eg. Hardware failures; server issues; printer failure; network issues; driver issues.
– Troubleshooting Home Workers connections in regards to Remote Access Token and untrusted devices.

Person Specification

Essential

-Experience in a similar role
-Experience in Incident Management
-Customer Service skills, preferably with experience in a target driven environment
-Experience in supporting customers using web, Internet & HTML
-Fluent English Language skills, able to communicate easily with customers both verbally and in writing
-An adaptable team player who can build relationships amongst various support teams

Desirable

-Certification in Microsoft Office products or equivalent
-ITIL Foundation Certification or equivalent
-Demonstrable understanding and experience of applications

Adecco is acting as an Employment Business in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.