Service Desk Analyst, Helpdesk Analyst, 1st Line Support - Leatherhead
Posted on Feb 7, 2020 by V-Source UK Ltd
Service Desk, Helpdesk, 1st Line Support, Windows OS, Active Directory, MS Office, ServiceNow, Service Now
My Surrey based client are looking for a number of experienced Service Desk Analyst's to be part of a growing team based in their Leatherhead offices.
The key duties for this roe are to help with a backlog of 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 call 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 at all