Service Desk, Helpdesk, 1st Line Support, Windows OS, Active Directory, MS Office, ServiceNow, Service Now

My Surrey based client are looking for an experienced Service Desk Analyst to join their expanding team.

The main duties for this role include being the first point of contact for 4000+ users, logging service tickets, which need to be added to ServiceNow/Assyst and assigned to the correct business function.

We are looking for a Helpdesk/Service Desk Analyst who has experience supporting the Microsoft Suite of products including Active Directory, Windows OS and MS Office.

Our ideal candidate will have previous experience working on a busy service desk whilst approaching each incident in a logical manner against SLA's. Being the first point of contact for all IT related incidents, you will need to be articulate (written & oral), have an excellent telephone manner and be comfortable supporting users of all levels.

The key deliverables for this role are as follows:

• Provide 1st Line telephone support and escalate calls to 2nd/3rd Line where necessary
• Log calls via call logging software (Assyst, ServiceNow)
• Ensure that your call queue is managed daily and within KPI/SLA guidelines
• Providing first time fixes for incidents logged (Email/Password resets, hardware failures, email issues, Network connectivity etc.)

As an experienced Service Desk Analyst, you will be familiar working in a pressured environment whilst maintaining your composure and professionalism.