Service Desk Analyst

Job Description

Fantastic company to work for based in Central London, is looking for an IT Service Desk Analyst to join the team. This is a great step into the IT team and the Service Desk is a well career trodden path into many areas across IT. This is a sociable and friendly team.This role requires a dynamic, enthusiastic and proactive person who is able to work well individually or within a team supporting a range of different types of users and systems within a Windows and Mac environment. They would specifically like to hire someone with some exposure to supporting Macs, with or without some JAMF.As an IT Service Desk Analyst you will be required to answer and log all calls to the Service Desk in a timely manner (within SLA), and provide basic assistance, support and troubleshooting, aiming for First Contact resolution wherever possible (escalating when necessary).Key Responsibilities• Provide outstanding customer service to all users and ensure they receive an amazing experience in every contact with the Helpdesk.• Deal with inbound calls and emails from users with technical issues and requests in a timely manner, capturing detailed information into LANDesk for each call.• Ensure that tickets are logged, prioritised and categorised correctly.• Manage personal call queue, ensuring that all tickets are updated regularly - on a daily basis unless the user has agreed otherwise.• Give 1st, 2nd line technical support as required offering assistance and solutions with First Contact Resolution provided wherever possible.• Ensure that relevant calls are escalated to the correct team/resource in a timely manner with the appropriate information for the next team to be able to progress without having to go back to the user to confirm basic details.• Ensure that procedures are followed correctly to ensure a consistent approach to support across the team, (eg: for new starters and leavers, PC/laptop builds, call handling, etc).• Provide regular updates to users and ensure ongoing communication is maintained throughout the life of the call, setting expectations appropriately at each communication point and ensuring that calls are only set to resolved’ on confirmation from the user.• Work well with other team members and other teams as required.• Fix hardware faults where possible, provide assistance with and perform system builds/re-builds, software installation, upgrades and patch management on PCs, laptops and peripherals as required.About you• Minimum of 12 months Service Desk or customer service experience, ideally in an ITIL focused service environment.• Basic troubleshooting and administration skills for desktop systems, tablets, smart phones, printers, Microsoft Windows (particularly Windows 7 and 8), Microsoft Office and MAC.• Basic understanding of networking, particularly Local Area Networks, plus DNS and DHCP.• Customer focused with excellent customer service skills.• Strong written and verbal communication skills - both face to face and over the telephone. Clear and concise telephone communication is essential.• Attention to detail.• Self-motivated professional with the ability to work both alone and as part of a team.• Possess strong problem-solving and analytical skills.• An excellent personal time-manager with good prioritization skills.If you are a graduate in Computer Sciences or similar with theoretical knowledge of the above, but lacking in experience, this will also be considered.Please apply today for immediate CV review.Kinetech is acting as a recruiter in relation to this vacancy. Please see our website for more information on how we look after your data. Required skills

Mac

Help Desk Support

Mac OS

Keyskills :
Mac Help Desk Suppt Mac OS