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Service Desk Analyst

4 months ago

Warwick, United Kingdom Pertemps Harrow Full time

Service Desk Analyst - Remote
£16 - £18 per hour
The Service Desk Analyst role will support the Field Force Helpdesk for one of the UK's leading utility companies. The Field Force Helpdesk is a fully technical Service Desk dealing with end-to-end IT support for all users within the company.
The day-to-day role will include activities such as answering incoming calls, user account management within Active Directory, software installation and data transfer, troubleshooting hardware and software issues, coordinating directly between company softwareand keeping the customer informed of their IT support statuses until the issue has been resolved.
Upon successful completion of training, based within Warwick, Warwickshire for around 2 - 3 weeks, this position will be fully remote, home working.
Experience Required:
" 3-5 years technical work experience
" 1st Line / 2nd Line / 3rd Line support
" Excellent customer service and telephone communication skills
" Strong technical knowledge and ability
" Strong analytical skills to identify trends in issues reported and identify areas for improvements
" Knowledge of ITIL governance and control processes and procedures
" Flexible and adaptable to be able to cover multiple issues in a single call along with excellent problem solving skills
" Focus on detail, documentation development and quality assurance
" Experience in using active directory, making technical configuration changes on backend systems without disruption to the user
" O365 experience
" Win7/Win10 experience
" Technical experience with Apple devices including iPads, iPhones and MacBooks
" Technical experience with Android mobile devices
" Citrix experience
" Horizon VMWare experience
" ServiceNow experience
" Remote access
" MS Teams and RDP experience
Please note that it is a mandatory requirement to complete a Basic Level Disclosure Scotland screening check to be considered for any work assignment at National Grid.