Service Desk Analyst

1 month ago

United Kingdom Tomgandhi Consulting Ltd Full time

Job Description

Note: Candidates must be eligible to work in UK

  • Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
  • Route problems to internal 2nd and 3rd level IT support staff.
  • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
  • Administer and provide User account provisioning.
  • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
  • Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
  • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps;
  • Provide level 1 remote desktop support and perform other activities based onSOPs.
  • Perform user account management activities.
  • Escalate complex problem to appropriate support specialists.
  • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
  • Troubleshoot client software and basic network connectivity problems.
  • Identify, evaluate and prioritise customer problems and complaints.
  • May train users and operators on a limited basis and/or may write training procedures.
  • Routine maintenance updates with other IT staff and business units
  • Provide all required documentation including standards, configurations and diagrams

Technical Requirements

  • Phone support experience necessary.
  • Technical Service desk or technical call center experience is necessary.
  • Disciplined, systematic problem solving skills required.
  • Windows Operating systems
  • Clients: Windows7, Windows Vista, Windows XP, Windows 2000
  • Servers: Windows 2000, Windows 2003, Windows 2008,
  • Knowledge of Active Directory, Exchange 2003/2007
  • ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
  • User account creation for Active Directory, Exchange Mailboxes, Distribution lists
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live
  • Meeting, and Windows Native tools
  • MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-
  • Outlook, MS Project, and MS Vision
  • Internet browsers (e.g. Explorer, Chrome, Firefox),
  • VPN and remote dial-in users
  • Support for laptop, desktops, and printers
  • PDA and blackberry support
  • Others: Adobe Acrobat and other common desktop applications like WinZip, etc.

Certification requirements

  • Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification
  • ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

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