1st Line Service Desk Analyst

3 days ago


Peterborough, United Kingdom P3 Search & Selection Full time

1st Line Service Desk Analyst - Windows, Software, Hardware, Desktop, Servers Our rapidly growing IT client, based in Peterborough is seeking a dynamic, hands-on and technically astute 1st Line Service Desk Analyst with strong skills in supporting, installing, troubleshooting and maintaining hardware and software within a Window environment. As 1st Line Service Desk Analyst, you will help with supporting Software / Hardware related Incidents and Service Requests as well as accurately log incidents and ensure all relevant data is captured. Knowledge of some 2nd Line Windows support is highly desirable. A good understanding of Windows Operating Systems, Application troubleshooting (Teams, Outlook, Word etc) and Hardware troubleshooting (desktop, laptop, phones) is required. **Other duties will include**: - Provide a single point of contact to our coworkers. - Ensuring tickets are fully managed through to resolution. - 1st Line Support of Software / Hardware related Incidents and Service Requests - Maintain a high level of First Contacts Fixes. - Proactively keep customers informed on an incident / request status and progress. - Escalate incidents to the relevant resolver group where first contact fix is not possible. - Proactively maintain and develop technical knowledge. - Escalate potential service / problem issues initially with the relevant management / departments. - Work closely with internal resolver groups to prioritise and fix Coworker issues. - Help facilitate "Shift Left" with a transfer of knowledge and processes from resolver teams Excellent verbal and written skills are required as you will be required to accurately log Incidents and Service Requests ensuring all relevant data is captured whilst logging. **Technical knowledge required**: - Previous experience within an IT support environment. - Experienced in the following: - Windows Operating Systems - Application troubleshooting (Teams, Outlook, Word etc) - Hardware troubleshooting (desktop, laptop, phones) - Remote Support - Customer Service Any experience of Citrix, SCCM and administration of AD, Exchange and O365 is a bonus but not essential. SC/Security Clearance is highly desirable. This role is based in Peterborough/remote and is paying a salary of up to £24,000 / £14/ hour.



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