Information Technology Support Technician

2 weeks ago


West Drayton Nottinghamshire, United Kingdom Jackson Green Recruitment Limited Full time

Shared Service Desk Analyst

My client, one of the largest independent IT service & support companies in the UK are looking for an additional service desk analyst to work at their joint head office in West Drayton.

Main Duties and Responsibilities:

• To take/log/monitor/resolve IT related incidents/service requests via phone/e-mail/portal

• Must be self-motivated with excellent customer service and liaison skills

• To be proactive and "own" calls residing on the Service Desk

• Drive/manage calls to resolution within SLA

• Act as a first line escalation point (for immediate issues) and refer more complex issues

• Liaise with customers and 3rd Parties

• Develop & share content in Knowledge Base

• Pro-actively resolve issues with service calls, escalating when required

Essentials

• Excellent communicator both written and verbally

• The ability to work well alone and under pressure

• Previous experience of Wintel environment

• 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, Citrix.

• Assist with assignment of calls

• Assist with call queues.

37.5 hrs per week 07:30 – 18:00 covered over 4 shifts



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