Service Desk Analyst
3 days ago
**Service Desk Analyst**
**Permanent**
**Salary - £22,760 - £25,000 depending on experience**
**Office based 5 days a week - South Birmingham**
**40 hours per week**
We are excited to be recruiting on behalf of our client who is looking for an experienced Service Desk Analyst to join their team based in near south Birmingham.
As a Service Desk Analyst you will provide 1st class technical support to customers and employees. This will cover hardware and software support. You will be logging, updating, progressing and resolving incidents, and service requests, to agreed standards andtimelines.
A natural trouble-shooter with a talent for multi-tasking and prioritising workload, you will pay close attention to detail to progress tickets to a satisfactory outcome.
**Accountabilities include;**:
- Efficient processing of IT incidents and requests from initial logging through to resolution, in line with all internal processes and targets
- Providing an excellent level of customer service whilst acting as a single point of contact for end users with technical faults and IT queries
- Provide a meet and greet service, as required, to assist all meetings and for clients who require a technician to help connect audio and video conferencing calls - both virtually and in person
- Escalation of issues to an appropriate level, both functional and hierarchical
- Escalation of issues to an appropriate level
- Analyse undocumented incidents and provide sound, timely and creative solutions, often whilst under pressure of time, identifying associated risks and appropriate mitigation plans
- Liaise with 3rd Party vendors and internal teams
- Documentation of relevant fixes for internal Knowledge base
**Experience;**:
- Previous experience of working in a similar role
- AV (Anti Virus) experience ideal
- Ability to determine actions necessary to resolve IT incidents and requests
- IT Support in a commercial environment
- Support of broadband and mobile broadband
- Remote desktop control technologies
- Incident Management software (i.e. Support Works, Remedy etc)
- Call centre experience
- IT based degree (or equivalent experience)
- Mobile technologies support (Windows, Android, IOS, Blackberry)
**Benefits include;**:
- Free on-site Car parking
- Breakfast and lunch provided
- Company Pension
- My Choice benefits - Annual Leave, Health, Cycle to work,
**Due to location having a car would be an advantage**
Tate is acting as an Employment Business in relation to this vacancy.
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