Service Desk Analyst

by | Jun 17, 2019 | 0 comments

Salary – Up to £25,000

iRecruit Specialist have a requirement for a 2nd Line Service Desk Analyst for a rapidly expanding organisation based near to Reading. They are looking for someone who has had exposure to supporting on telephony VOIP systems.

This role will be to provide 1st/2nd line support across a wide range of technologies, ideally resolving issues at the first line stage but, if not possible, escalating to the appropriate technical resolver group.

Key Tasks:

  • Use technical knowledge to resolve customer issues.
  • Ensuring tickets are correctly logged and categorised on the Service Desk system.
  • Taking responsibility for tickets through the whole incident management process.
  • Ensuring customers are kept updated on ticket progress.
  • Ensuring contractual SLA’s are met.
  • Escalating cases when potential SLA breaches may occur.
  • Escalating cases where appropriate for both internally and with customers.
  • Supporting the Field Services team when required.
  • Help develop and produce statistical data on incident management performance.
  • After a training period, there may be a requirement to join an out of hours rota.

Technical Skills:

  • Experience of working in a 1st/2nd line support environment.
  • Experience of supporting on telephony VOIP systems.
  • Experience of providing support via telephone and e-mail.
  • Awareness of network environments.(routing/switching/VLANS/Security/Wireless/Telephony).
  • Knowledge of basic support for Windows Operating Systems.
  • Knowledge of basic support for Microsoft Office toolsets.
  • A basic understanding of infrastructure within an IT environment.
  • Active Directory Administration – Password resets, unlocking, etc.
  • Basic all-round troubleshooting skills.
  • Ability to work both on your own and as part of a team.
  • Documenting processes.
  • Comfortable with working flexible hours.

Interpersonal Skills:

  • Must have good communications skills.
  • Strong client relationship skills.
  • Creative, strategic and logical thinking.
  • Effective organisational skills.
  • Must work well in a team environment.
  • Can meet deadlines and maintain high standards even when under pressure.
  • Ability to build strong working relationships.
  • Support service improvement plans liaising with the Account Managers.
  • Must be able to work un-supervised, on own initiative.