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Service Desk Analyst

CV-Library

Posted on Nov 29, 2021 by CV-Library

Jarrow, Tyne & Wear, United Kingdom
IT
Immediate Start
£16k - £20k Annual
Full-Time
Our Global FTSE 250 client are urgently seeking an IT Service Desk Analyst to join their team on a permanent basis.

As the IT Service Desk Analyst, you will be responsible for providing first level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfilment processes.

Role Accountabilities:

* Act as a single point of contact for users regarding IT issues and queries

* Receiving, logging and managing tickets via the Manage Engine Tool

* Maintaining an Asset Database and tracking changes

* 1st and 2nd line support - troubleshooting of IT issues

* Escalate breached calls and high priority incidents

* Log all calls in the Service Desk Call Logging system

* Be active in shift left activities to the service desk

* Working with multiple teams and ITOC SME/ technical specialist to review alerts

Skills and Experiences:

* Experience Supporting Office 365, Active Directory

* Minimum of 1 years previous experience in Contact Centre, Service Desk or similar environment

* Excellent communication/interpersonal skills

* Flexible and adaptable to changing business needs and processes

* Ability to prioritise/schedule work

* Good analytical skill in problem solving

Reference: 215273277

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