IT Service Desk Analyst – 1st Line

IT Service Desk Analyst – 1^st Line

Our client is looking for an IT Service Desk Analyst – 1^st Line

Role

• To provide 1^st line technical support for the IT functions of the business.
• Respond to support enquiries directly from clients and help them to resolve hardware and / or software problems.
• To log all support calls within the ITSM call logging tool.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Liaise and work with other Technical teams as required (e.g escalating to 2^nd Line)
• Liaise with 3rd Party technical support teams when necessary.
• Assist and work alongside Knowledge Management to document working procedures.
• Assist ITIL managers in the development and maintenance of IT Support processes.

Experience & Knowledge

Essential

• Excellent written and verbal communication skills.
• Ability to effectively identify issues, log and communicate to other personnel.
• Ability to work well under pressure, ensuring a structured approach is maintained at all times.

Preferable

• Experience in a retail environment.
• Experience of working in an ITIL environment, understanding how the end to end processes work across the organisation.
• An appreciation of ERP solutions, standards, tools and techniques.

Skills/Behaviours

Essential

• Incident diagnosis and Problem solving skills within an IT environment.
• Excellent interpersonal, communication and negotiation skills, both verbal and written.

Preferable

• Good working knowledge of Microsoft Windows (v7 & v8) & Office packages (2007, 2010, 2013 & 365).
• Good network knowledge (WAN / LAN).
• Good understanding of PC hardware set-up, configuration and maintenance.
• Understanding the business drivers (e.g. tangible, intangible benefits).
• Understanding of MAC OSX & iOS (including MDM).

If you are interested in this role please apply ASAP.

Apply Now