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1st-3rd Line IT Service Desk Analyst

Reflex Computer Recruitment
Job LocationEpsom
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

1st - 3rd Line IT Technical Support - 1st-3rd Line IT Service Desk - 1st-3rd Line Support Analyst - Helpdesk & Technical Support - Windows Exchange - ITIL - SCCM 2016 - Active Directory- InTune Mobile Device Management - Office 365 + Ms. Office 2016 - Windows 7 to - - Palo Alto - Sharepoint - Support and Installation - Hardware Refresh - ITSM is required for a financial Service client basedin Epsom Surrey I am looking for an IT Service Desk Analyst who can join an in-house support team that provides technical support across the business. The IT Support Analysts provide 1st line support for all incidents and service requests and 2nd -3rd line for allsystems and applications supported by the Service Desk.The duties and responsibilities of the IT Support Analyst is to include but are not limited to:

  • Log, manage and resolve incidents and support requests within agreed timescales
  • Keep detailed, accurate and consistent records for the team calls to ensure they are updated regularly and that the customer is kept informed
  • Ensure the customer is satisfied with the resolution of the call prior to closure
  • Refer all requests that cannot be directly resolved to the appropriate person or service provider
  • Escalate any problems, major incidents, issues or complaints as appropriate
  • Support, coach and assist other team members
  • The main supported systems are:
  • Windows Operating Systems
  • Microsoft Office 365
  • Active Directory
  • Intune
Essential experience:
  • Solid background in Service Desk Support with detailed knowledge and understanding of Incident, Problem, and Service Request management processes
  • Solid experience of working in a busy IT Service Desk environment in a technical customer-facing role
  • Experience providing 1st to 3rd line technical support via telephone, email, remote and desk-side support
  • Demonstrable troubleshooting and problem resolution skills
  • Strong experience of Microsoft Windows platform including Windows 10 support and installation, Microsoft Office, Office 365, client patching using SCCM
  • Active Directory and other account administration experience
  • Experience in working with an ITIL Framework
  • Ideally be ITIL Certified
My client is looking to reward this IT Service Analyst with a competitive salary + Bens and great career growth, they are based close to Epsom with on-site parking and a modern working environment with numerous on-site facilities.. The IT ServiceDesk Analyst will be required to work a shift pattern of Mon- Friday between 7 am - 6pm - Split into 3 different rotas. My client is based close to the Epsom Downs, so due to the rural location, you must Drive!If you are an experienced IT Service Desk Analyst - 1st -3rd Line Helpdesk Support experience and live within easy commutable distance to Epsom Surrey, then I would like to see your CV!

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