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1st Line Support

3 months ago

Maidstone, United Kingdom Proactive Appointments Full time

**1st Line Support - Helpdesk**

Our client is looking for an IT Support Analyst to start ASAP. Role is **Inside IR35** and paying £125 per day, **on site in the office**. To be considered you must have **Active Directory** and also the below experience.

**Key responsibilities**
- Sound experience of AD - Active Directory

Assist the Senior IT Service Desk Officer and the IT Manager in all matters relating to IT Service desk operations and to adhere to ITIL best practices and guidelines.
- Log, co-ordinate and allocate Service Desk incidents and requests received via the service portal or phone.
- Follow and promote the process of the logging of incoming calls / tickets to ensure timely and effective resolution of incidents and requests.
- Follow ticket handling and escalation policies and procedures.
- Log, co-ordinate and allocate Service Desk incidents and requests submitted by End Users via the service portal or phone.
- Provide communication to End Users on escalated and breached open service desk tickets and requests.
- Liaise and work with Service Desk team members on resolving re-occurring incidents / requests
- Ensure IT Service Desk processes are carried out in accordance with agreed standards or procedures
- Create IT system user accounts
- Assist the Senior Service Desk Officer in managing the IT Starters & Leavers process.
- Assist the Senior Service Desk Officer in managing the lifecycle and inventory of the IT assets.
- Support Governance through ITIL, CAB, Release, Incident and Service Management
- Assist with IT purchasing duties, placing orders with external suppliers.
- Provide general administrative support.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation