Service Desk Analyst
5 days ago
Service Desk Analyst
Service Desk Analyst required on a permanent basis for an exciting MSP based near Oxford. As a Service Desk Analyst, you will act as an initial point of contact for external and internal customers providing support to users across the business landscape. Asa Service Desk Analyst, you can expect to receive the following remuneration package:
- Basic salary of up to £28,000 (DOE)
- Discretionary Bonus
- 20 working days holiday with additional time off between shift patterns
- Subsidised Healthcare scheme
- Government Pension Scheme, matching contributions of up to 10%
- Some homeworking (Once established in the role / fully trained).
As a Service Desk Analyst, your day-to-day responsibilities will include but will not be limited to:
- Acting as an initial point of contact for external and internal customers providing support to users;
- Responding to requests for support by identifying, registering and categorising incidents
- Identifying and communicating ideas for improvements in quality and/or efficiency
- Resolve issues at first call using standard operating procedures and knowledge base
- Troubleshooting and resolving basic technical issues
- Following agreed procedures, promptly allocating incidents as appropriate and in accordance with agreed SLA’s and KPI’s.
- Ensuring customers are provided with regular updates, and progression is made in line with Service Level Targets.
- Ensuring that all actions and diagnostics performed are recorded accurately in the Service Management Tool.
- Excellent customer Service communication skills (both verbal & written)
- Ability to obtain Government Security Clearance (SC) with no restrictions.
- IT support skills or desire to learn.
- Microsoft Office suite
- Windows 10 and Microsoft Server 2016-2019
- Active Directory and User Account management
- General knowledge of basic software installation and network hardware (Desirable)
- General knowledge of desktop computing
- Ability to troubleshoot technical support issues
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