This Job Vacancy has Expired!

Service Desk Analyst

Posted on Jan 23, 2020 by IT Support 365 Ltd

St. Helens, Merseyside, United Kingdom
Immediate Start
£18k - £23k Annual

Service Desk Analyst

We are a leading IT Consultancy and have multiple household known clients that are based all over the UK, it is our job to support them and we need you now!

We are now opening an office in St. Helens and require a range of different staff, so please see our other job postings.


The post is based at St. Helens, Merseyside.

Job purpose

Working as part of a small team, your work will involve providing remote technical support on a very busy Service Desk to all ITSupport365 Ltd clients. Post will involve occasional travel.

Principal duties and responsibilities

  • Ensure our ITSM tools are used to maintain records of incidents/tickets, knowledge and requests.
  • Being the first point of contact for customers, both through phone and email.
  • ITIL experience including Incident Management, Change & Problem.
  • Raising all support incidents on the system, and either taking ownership of the incident or routing it to the correct team.
  • Troubleshooting issues, both over the phone and by remotely accessing the user environments to carry out diagnostics.
  • Liaising with other departments and third parties where required, maintaining strong communication with the client throughout.
  • Develop and update technical guidance documentations.
  • Strive to maintain customer SLA's, escalating issues to the Team Leader where necessary.
  • Providing an excellent level of customer service at all times.
  • Adhere to company policies and procedures at all times.
  • Confidence in dealing with customers when providing both telephone and remote support.
  • A high degree of customer focus.

The successful candidate will have:

  • Have a previous Service Desk background
  • Experience of using and troubleshooting:
    o MS Office 365, 2016
    o MS Windows 7, 10
    o Basic understanding of Active Directory and Networking (LAN)
  • Knowledge & understanding of the ITIL framework
  • Experience of identifying faults via root cause analysis and looking for trends.
  • Experience of working to SLA s
  • Keeping up to date with existing and emerging technologies

Job Types: Full-time, Permanent

Salary: Up to £23,000pa + Benefits

Reference: 831742342

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