Level 1 Service Desk Analyst

Responsibilities

To take/log/monitor/resolve IT related incidents/service requests via phone/e-mail/portal.

Must be self-motivated with excellent customer service and liaison skills

To be proactive and "own" calls residing on the Service Desk

Drive/manage calls to resolution within SLA

Act as a first line escalation point (for immediate issues) and refer more complex issues

Liaise with customers and 3rd Parties as and when required

Develop content in Knowledge Base

Pro-actively resolve issues with service calls, escalating when required via structured process.

Ability to mentor and instil best practices in others in terms of ticket management and customer care.

Experience/Knowledge.

* Excellent communicator both written and verbally

* The ability to work well alone and under pressure

* Previous experience of Wintel environment

* Analytical Skills and demonstrable logical thought process

* Clear and professional telephone manner

* Previous Service/Help Desk experience MS Office Suite (to include up to Office 365), Internet, email (Outlook - Exchange/ Google mail), fault diagnosis, AD, AAD, Citrix & RDS

* Assist with assignment of calls

* Assist with call queues.

* Basic Hardware knowledge (HP platforms)

* Build knowledge of Bespoke Business Apps

* Wintel knowledge (Win 10/11, Windows Server 2008/16)

* Basic Networking knowledge and understanding of VPNs

* Call ownership and monitoring

* Basic Exchange Administration

* Assist with Tablet Devices issues

* Assist with Mobile Device issues

* Working knowledge of Google Apps and MS Office 365

* Knowledge of ITIL practices and processes

Preferred Qualifications/Experience/Skills;

* MCITP Windows Server/Workstation Administration

* Microsoft Office Specialist (to include MS Azure and O365)

* ITIL Service Management Foundation

* O365 / Azure portals

* Smartphones