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Service Desk Analyst

  • Salary: £172 per day
  • Job type: Contract
  • Location: Farnborough, Hampshire
  • Sector: IT, Infrastructure & Support
  • Date posted: 13/10/2017
  • Job reference: J375628A

Outline of duties:

  1. To provide 1st and 2nd line technical support Mon - Fri 08.00 - 16.30; providing customer support via phone, email and drop-in visits into the Service Desk maintaining a high degree of customer service at all times.
  2. To log, update and manage all calls via the IT call logging system relating to the support of all software and hardware in the Operational environment.
  3. Adhere to all service management principles, including the company's software licensing processes.
  4. Responsible for Software License Management including the ordering and distribution of software.
  5. To manage and safeguard the confidentiality, integrity and availability of company and customer information.
  6. Ensure compliance with organisation policies, procedures and work instructions.
  7. To take ownership of problems and be proactive when dealing with all issues.
  8. To allocate technical calls to the relevant resolver group, initiate escalation procedures and manage incidents.

Experience & Knowledge:

  • Previous experience of working in a busy Service Desk environment
  • Minimum of ITIL Foundation V3 certification
  • Minimum of CompTIA A+ qualification
  • Support knowledge of Windows XP / Win 7 /iOS Operating Systems (Windows 10 desirable)
  • Support knowledge of Microsoft Office 2003/2010 packages (Office 365 desirable)
  • Understanding of mobile telephony and smart devices
  • Understanding of Active Directory
  • Understanding of Networking
  • Experience of working to defined service levels and service catalogue
  • This role requires SC clearance, the successful candidate must be able to obtain this level of clearance

Skills & Competencies: (Job-specific skills and technical competencies required)

Must have:

  • Excellent customer service skills both face-to-face and over the telephone
  • Effective interpersonal and relationship-building skills
  • Strong written and oral communication skills
  • Attention to detail
  • Patience
  • Logical
  • Professional Image
  • Enthusiastic
  • Customer Centric
  • Relentless focus on improving processes
  • Keen interest in IT
  • Ability to prioritise

Ideally would have:

  • Minimum of ITIL Foundation V3 certification
  • Minimum of CompTIA A+ qualification
  • Support knowledge of Windows XP / Win 7 /iOS Operating Systems (Windows 10 desirable)
  • Support knowledge of Microsoft Office 2003/2010 packages (Office 365 desirable)
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