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  » Posted on: 24-01-2019

Position or Job Title Service Desk 1st Line Analyst
Company CV-Library Ltd
Recruiter Reference itjobspost/209386299
Position Location (City) Otterbourne, Hampshire
County/Area Hampshire
Country United Kingdom
Company Profile Contact Recruiter

Description & Requirements

Job Description
Location: Otterbourne, Hampshire

Salary: £12 per hour

Contract : 3 month temporary and then converts to a full time role.

We have a 1st Line Analyst opportunity within the service desk of a global leader in environmental solutions.

The Role

As a 1st Line Analyst you will share responsibility for the successful administration of the Service Desk’s 1st tier operations.

Key Activities

* To identify all and any impediments affecting the efficient delivery of applications and services and determine and execute appropriate measures for their mitigation

* The proactive detection, recording and escalation of problems, ensuring management is kept fully aware of key issues and their status

* To develop knowledge and processes for the support of new systems and services

* To achieve and exceed Service Desk Service Level Agreements

* To carry out investigations to identify trends, problems and areas for systems/process improvements

* To resolve an agreed proportion of requests and incidents and progress remaining tickets to appropriate 2nd, 3rd line teams and/or 3rd party organisations

* To reduce the impact of service affecting incidents and problems and ensure an appropriate and timely response to all reported issues


Essential Qualifications:

* ITIL Practitioner or Foundation certified

* Advanced level education (or higher)

* One or more professional qualifications from leading solution providers: Microsoft, Cisco, Citrix, VMware, Oracle, etc.

* Desirable:

* Microsoft MCSA, Cisco CCAA, Citrix CCENT, Symantec SCS, ServiceNow CSA


* Appropriate level experience of a busy 1st tier Service Desk operation

* Good application support experience with a proven ability to learn new and complex software applications

* Ability to work under pressure and deal with several problems simultaneously

* Demonstrable understanding of the ITIL Service Management framework and an appreciation of the complimentary quality standard ISO/IEC 20000.

Dimensions of the Role

* Complexity: Support a complex portfolio of services/IT environments

* People: Ability to self-motivate and work within a team environment

* Location: National

* Skill Level: Team member

* Role Impact: Role holder's actions/decisions have a minor impact on the function


* Good interpersonal skills, able to communicate effectively with staff and management alike

* Good understanding of customers’ business operations and a detailed understanding of their key applications and services

Required Skills
See listing
Nice To Have Skills
See listing
Required Qualifications
None Listed

Additional Details

Employment Authorisation Type of Position
See listing Permanent
Salary and Package
Start Date Required Experience
See listing
Required Education