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IT Support Analyst

2 months ago

London Area, United Kingdom DGH Recruitment Full time

IT Service Desk Analyst /1st/2nd Line Support Analyst


A fantastic opportunity has arisen for an IT Service Desk Analyst /1st/2nd Line Support Analyst to join our London based accountancy firm on a permanent basis.


IT Service Desk Analyst /1st/2nd Line Support Analyst


Summary:


The Service Desk Analyst will report to the Service Desk Manager and be assisted and guided by the Service Desk Specialists and the Senior Service Desk Specialist. The Service Desk Analyst will be the primary point of contact within the IT Service Desk and must have excellent customer service skills, the ability to multi-task and remain calm under pressure.


IT Service Desk Analyst /1st/2nd Line Support Analyst


Key Responsibilities:


• Providing a professional and consistent level of Technology support to all staff

• Responding to incoming incidents and requests at first point of contact reported via all

mediums

• Ensuring all incidents and requests are accurately recorded at the time of being reported

and responded to within a set Service Level Agreement

• Maintaining and updating incidents and requests in your own as well as the Service Desk

ticket queues

• Alerting Senior Analysts and Managers of reoccurring incidents and potential issues

• Keeping customers apprised and updated

• Escalating problems to the senior team members and third-party suppliers where necessary


IT Service Desk Analyst /1st/2nd Line Support Analyst


Attributes/Skills:


• Experience with a Document Management System

• Knowledge of Windows 10 and Microsoft Office 365

• Understanding of PC Hardware and operating systems

• Awareness of using Active Directory

• Experience of logging tickets in ITSM call logging software


IT Service Desk Analyst / 1st/2nd Line Support Analyst