Service Desk Analyst

2 weeks ago


Bicester, United Kingdom Butler Rose Full time

1st Line, First Line, Technical Support, IT Support, Service Desk, Helpdesk, Windows 10, Office 365, Active Directory, Exchange, Outlook Windows 10, Apple device support, MacOS
- **This is office based Monday to Friday**_

**Responsibilities**:

- To receive customer phone calls, log, prioritise, allocate and resolve Service Desk/Remote Managed Service alerts/calls by or support request from end users.
- To discuss with the customer, the problem reported and, by questioning, collect information and guide the customer through suitable diagnostic procedures to determine the source of the problem if possible.
- Escalate unresolved incidents to internal resolver teams and 3rd party suppliers.
- Responsible for keeping end customers notified and informed on the status and progress of incidents and requests in a timely manner.
- Having identified the problem, to research, isolate, resolve or follow-up routine customer problems, referring more complex problems or unresolved incidents to internal resolver teams and 3rd party suppliers.
- To handle and process all calls in line with the defined Service Level Agreements, and current Customer Service procedure.
- To effectively utilise all Service Desk/Remote Management tools, reference materials, the internet, and other resources including other department staff to aid problem research & resolution.
- Keep the end user advised as to progress of their call and the appropriate action that will be taken to resolve their issue. To promptly update, progress & chase calls on the Service Desk logging system, throughout the duration of a call to reflect currentstatus and provide pro-active feedback to the customer, (Internal or External) and escalate to the Senior Engineer any issues arising from this activity.
- To build, configure and deploy new desktops, laptops, mobile devices and peripherals, and to assist in all desktop moves and changes.
- To work as a team with the Senior engineers on projects when appropriate.
**Experience Required**:

- Previous experience of working in a Service Desk environment.
- Excellent organisational, communication skills and telephone manner.
- Basic User & Security Group Active Directory administration.
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 OS and Office 365
- Experience in using and troubleshooting Outlook 2016 within a network environment (permissions, calendar sharing, delegation).
- Experience in supporting and administering Android and iOS devices.
- Knowledge and experience in supporting MAC OS related operating systems and related hardware.
- Experience in administering remote access software e.g., LogMeIn.
- Experienced in network troubleshooting with WAN, LAN, VoIP (CISCO), Video and Audio conferencing.
- Customer focused, team orientated with a 'can do' positive attitude and a '1st time right' mentality
**Desirable Knowledge / Skills**:

- ITIL V3 qualified to foundation level
- MCITP - Microsoft Certified IT Professional.
- Knowledge of a broad range of technologies.
- Good knowledge of industry best practices and methodologies.
- Experience of liaising with business areas to understand priorities and associated impacts.
In the first instance please submit your CV showcasing the experience required for the vacancy

Butler Rose is committed to equality in the workplace and is an equal opportunity employer.
Butler Rose Ltd is acting as an Employment Business in relation to this vacancy.



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