1st/2nd Line Helpdesk Technician - #1761594

IT Service Desk Analyst required by my large client. Due to a major increase in workload my client is looking for a new Service Desk Analysts to join the team. You will be Providing support to internal staff via Service Desk portal & telephone. Accurate logging of incidents and service requests in the IT Service Management system. Diagnosing and resolving technical issues using remote support tools. Troubleshoot workstation, laptop, mobile phone, and printer issues. Providing clear communication on the status of requests to the requester. Ensuring the Service Desk tickets are continually up to date and being actively monitored and progress through the system. Escalating incidents and service requests to management or third-party suppliers to ensure service level agreements (SLAs) are met. Escalating issues that may impact service delivery to management. Building new laptop and desktop workstations. Desk deployments and moves. Executing the employee joiner, leaver, and transfers processes. Identifying required software updates and coordinating the packaging, testing and deployment of updates. Writing and updating technical and process documentation. Undertaking projects as instructed by management. Providing other assistance as required by the IT Senior Service Desk Analyst.

Person specification

Previous experience working in a similar Service Desk Analyst role, ideally professional sector.

Excellent customer service skills.

Strong analytical and problem-solving skills.

Experience in Microsoft Office suite.

Skills/Attributes required

Strong knowledge of Microsoft based operating systems.

Networking Experience (LAN, WAN, Wi-Fi) desirable.

Experience troubleshooting Microsoft Office.

Remote Access tools such as TeamViewer.

Good understanding of PC hardware and software set-up and configuration

Knowledge of HP Printers.

Warehouse experience or WMS support knowledge (Red Prairie, JDA, Blue Yonder dispatcher) desirable but

not essential.