IT Service Desk Analyst
- Recruiter
- Petrie Recruitment
- Location
- Swansea
- Salary
- £18-22,000 (and laptop and mobile phone)
- Posted
- 02 Sep 2014
- Closes
- 30 Sep 2014
- Ref
- PR3970
- Sectors
- IT, IT Support
- Contract Type
- Permanent
- Hours
- Full Time
Job Elements: -
• Provide first support for all end users to identify, investigate and resolve technical problems for any of our supported software and computing platforms in a professional and courteous manner.
• Pursue first-call resolution including analysis and determination of probable cause.
• Sources vary from phone, email, web, and voicemail.
• Monitor internal help desk system for the delegation, assignment and/or completion of trouble tickets.
• Establish the priority of requests or incidents logged.
• Perform periodic onsite desktop support in order to diagnose and resolve PC problems related to Operating system and application configuration.
• Work with the server, network, and application personnel to aid in the resolution of issues.
• Performs PC setup/configuration for new and existing customers.
• Assists with the testing of new systems/applications as required.
• Assists with the composition of IT system/application documentation for end users.
• Provide on-call support (via cell phone) on a rotating 24x7 schedule.
The ideal candidate will have:
• 2-3 years prior experience providing Level I user support in a Help Desk environment. This experience should include: -
o Trouble shooting IT systems/technologies (hardware, PCs, laptops and mobile devices).
o Support of office automation software products such as Microsoft Office, Outlook, etc.
o Support of distributed Windows-based systems/applications.
• Outstanding customer service skills.
• Strong problem solving skills and attention to detail.
• Strong communications skills - both oral and written - to successfully interact with project teams from various departments/business units.
• A Bachelor’s Degree with emphasis on Information Technology, MIS and /or Engineering preferred but not required.