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Service Desk Analyst

4 months ago

Huntingdon, United Kingdom Barclay Meade Full time

**Job Title**

Service Desk Analyst

**Location**

Huntingdon

**Department**

Technical Services

**Reports to**

Service Desk Team Leader

**Purpose of Job**

Responsible for providing technical IT support to both internal and external customers.

**Experience Required**
- Experience of MSP Environments
- Monitoring Tools (NOC)
- Knowledge of Virtualisation Environments
- Knowledge of Storage Platforms
- Networking skills
- Firewall skills
- ITIL Experience
- Educated to GCSE level in Math's and English or equivalent.
- Good communication skills.
- Microsoft Server and Desktop OS
- Installation of Windows OS
- Microsoft Exchange & O365
- Proven Customer service skills.
- Positive, enthusiastic and supportive individual.
- Ability to take ownership of and progress issues.
- Ability to work under pressure.
- Ability to work in a team and to support team members.
- Excellent communication and interpersonal skills.
- Ability to build good working relationships with internal and external contacts.

**Main duties**
- To provide internal technical support for our clients systems including server, desktop and networking infrastructure.
- To complete PC Builds, Installation of Operating Systems and peripherals for internal and external customers
- To liaise with and build strong working relationships with stakeholders
- To be an ambassador for our clients to maintain and enhance the reputation.
- To record all calls to ensure accurate information about the client's systems is maintained and available to other support personnel and account managers.
- Escalate issues in line with guidance.
- To have a flexible approach and attitude.
- To work with other support staff to build knowledge and skills pertinent to the sites supported.
- To comply with all necessary working practices relating to the customer site.
- To build strong relationships with customer account managers.
- To take a proactive approach to customer IT systems to ensure problems are avoided and the longer-term development of the customer IT systems are considered.
- To be able to work autonomously with mínimal supervision.
- To be able to manage demanding users on customer sites who have high expectations.
- To be able to communicate technical issues and concepts to a non-technical audience.
- Work together with your Line Manager to develop and enhance your knowledge and skill sets.
- There may be a requirement to provide cover to other customer sites when absence by other engineers dictates.
- Any other relevant tasks commensurate with your position, as directed by your Line Manager or appropriate Company Director.

**Behaviors and key Competencies**
- Proven abilities to take initiative and be innovative
- Analytical mind with a problem-solving aptitude
- Ability to follow processes
- Positive, enthusiastic and supportive individual
- Ability to take ownership of and progress issues
- Ability to work under pressure
- Ability to work in a team and to support team members.
- Ability to build good working relationships with internal and external contacts.

**CRITICAL SUCCESS FACTORS**
- Successful attainment of customer SLAs.
- Achieving KPI targets
- Reducing outstanding Service Desk calls
- Reduce the resolution time of customers
- Move to the Left Philosophy
- Continuous Improvement
- Simplification & Automation Focus