|Service Desk Analyst
The Service Desk Analyst is responsible for providing 1st line IT Support for the Desktop environment. The role holder will be required to work to best practice ITIL processes such as Incident Management, Problem Management, Change Management and Request Fulfillment to provide excellent customer service and maximise IT Service Availability across the Desktop environment. Strong technical and customer skills are the primary requirement for this role. Job Accountabilities
Management of desktop related incidents, requests and problem investigations through to resolution, ensuring regular updates are provided to the customer.
Management of the interface between remote and deskside support. Provide analytical support to Problem Investigations ensuring workarounds and root cause are determined within agreed timescales.
Carry out trend analysis to identify potential problems. Provide technical advice and recommendations for incidents assigned by the Service Desk to help the transfer of knowledge and increase first time resolution offerings.
Knowledge and Skills
Experience of providing technical support for:
* Windows XP, Windows 7 and Windows 8 desktop environments * Microsoft desktop (Office) applications * Networks and Telephony * Active Directory user admin
If you're interested please apply via the link or send your CV directly to me
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