Desktop Support Analyst

3 days ago


Derby, United Kingdom Reed Full time

**Desktop Support Analyst // 2nd Line Support // Incident Management // Derby // 6 months //£18.90- 21.90/hour**

**Umbrella REED Technology are working with a client who require a 2nd Line incident and service request Desktop Support Analyst. The successful applicant must have a good understanding of technology and demonstrate excellent customer service skills.**

Key responsibilities include;
- General troubleshooting
- Management of 2nd line incident and requests assigned to their queue in Service Now/Remedy
- Manage all assigned incidents/request according to defined SLAs
- Deploy desktop computers and peripherals, record and track assets during deployment.
- Maintain regional service excellence by providing customers with continual and regular updates
- Support the set up of new offices, sites and projects across the local region
- Develop, review and improve processes to maximize efficiencies within the team
- Exhibit flexible approach to working on a rota basis
- Ability to delivery training

Experience required
- **ITIL V3/4 Foundation Qualification**:

- **Working knowledge of Service Now**:

- **Customer Service Experience**:

- **IT Service Management principles and processes**

Travel expected to other offices.



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