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Service Desk Analyst


Posted on Nov 26, 2021 by CV-Library

Greater London, United Kingdom
Immediate Start
Annual Salary
Inventive Search is currently looking to recruit for an experienced Service Desk Analyst to join a dynamic, fast growing IT Professional Services business based within the KT9 area.

As a Service Desk Analyst, you will act as first point of contact for all Managed Service customers. The initial objective of this role is to provide first time resolution. This will be accomplished by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of the senior team members, or within the infrastructure team to investigate and resolve the issue.

Throughout the process, this role will remain the single point of contact with the customer, upholding ownership of the original fault and acting as the main point of contact between the customer and the business, but delivering timely updates and ensuring the fault is given the correct level of priority and attention.

This is a fast paced supporting position which will require excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and will require high degree, of technical knowledge across a broad range of technologies and products.

Key Responsibilities:

* Provide technical support to customers who may log calls by phone, email, or directly via the support portal.

* Use company tools that are set out to proactively monitor, manage and improve the computer systems run by the business on behalf of the customers.

* Ensure that all incoming cases are dealt with in a professional manner.

* Take ownership of cases and oversee them in a logical and methodical manner, making sure that you proactively update the customer when required.

* Correctly log cases, categorise and prioritise them in line with the team procedures and processes.

* Conduct full and thorough diagnostics with end users to enable first point of contact fault resolution.

* Ensure that all cases are progressed and cleared within SLA, escalating to other internal and external teams as appropriate if required.

* Be responsible for managing cases through their entire life cycle, from the first point of contact through to resolution.

* Identify and escalate any repeat issues or service risks into service management teams, ensuring your share any knowledge with team members.

* Manage a number of scheduled tasks for customers, devised to ensure that the customers systems remain operational.

Skills & Experience:

* Recent experience within a similar role is essential, ideally within a managed services provider would be advantageous.

* Excellent communication skills, both verbal and written.

* Excellent attention to detail.

* Able to prioritise a busy and mixed workload.

* Good knowledge of Ms Office 365 is essential.

* Working knowledge of MS Azure is desired.

* Able to problem solve with a cando attitude.

* Experience with various versions of Windows desktop operating systems.

* Active directory environment experience involving administration and troubleshooting.

* Possess a good understanding of IP routing and switching.

This role will be based within an office environment, working 5 in 7 days across shifts that cover from 7am through to 11pm.

If you feel you are suitable for this position and would like to be considered, please apply now.

Inventive Search is acting as a recruitment agency

Reference: 215261141

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