Service Desk Analyst - 1st/2nd Line Support

21 Nov 2016
19 Dec 2016
Contract Type
Full Time
Service Desk Analyst - 1st/2nd Line Support Analyst is required by our prestigious Retail Fashion client to join their friendly and dynamic team.
In this role you will be supporting all applications and technologies in use across the organisation including retail specific applications, mobile devices, VoIP telephony and all Microsoft platforms including MS Windows 7/10, Server 2008/12, MS Exchange, Active Directory, MS Office, Citrix and Microsoft Dynamics AX among others.

As well as your technical skills what is absolutely paramount for this role is demonstrable customer service experience and focus as you will be supporting users at all levels in the business up to board level. Therefore your attitude and approach towards users and customers as equally as important as your technical knowledge and skills.

Your main responsibilities will consist of the following:
> Supporting the Service Desk team to ensure IT calls are logged, progressed and resolved in a timely manner
> Owning tickets from logging to resolution, seeking advice and expanding your own knowledge when necessary to resolve issues
> Primarily end user support in a Windows based environment but will be supporting 3rd party applications which you will get training on
> Active Directory essential
> Citrix experience a benefit
> Chasing suppliers, colleagues, and customers and updating tickets
> Strong customer service skills required for this role.
> Taking calls, remote support via LogMeIn, dealing with non-technical customers and executives
> Ensuring tickets are not breaching SLA's and proactively managing open issues
> Taking responsibility for the 1st line desk to ensure smooth running
> Rota based out of hours and weekend on call duties (roughly 1 in 4)

This is an excellent opportunity to join in industry leading and global fashion brand and work in a very dynamic and fun environment.
Although this will initially be a 12 months fixed term contract, it is highly likely and probable that the position will have the opportunity to become permanent before the end of the duration

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