Level 1 Service Desk Analyst

2 weeks ago


West Drayton, United Kingdom Malom Full time

Level 1 Service Desk AnalystResponsibilitiesTo take/log/monitor/resolve IT related incidents/service requests via phone/e-mail/portal.Must be self-motivated with excellent customer service and liaison skillsTo be proactive and "own" calls residing on the Service DeskDrive/manage calls to resolution within SLAAct as a first line escalation point (for immediate issues) and refer more complex issuesLiaise with customers and 3rd Parties as and when requiredDevelop content in Knowledge BasePro-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 processesPreferred 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



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