Senior Technical Service Desk analyst/Hybrid role
Technical Service Desk Analyst experience - 2 years or more
Hybrid role 3 days in the office 2 from home.
8am-6pm Monday to Friday, alternating shifts .
The Technical Support Analyst will work on a Hybrid basis of 3 days in the office and 2 days from home however from time to time they maybe asked to visit customer sites, where travel expenses will be reimbursed.
This includes the responsibility of following all procedures related to identification, prioritisation and resolution of incidents and Service Requests.
The Analyst will have knowledge and working experience of Network and Infrastructure troubleshooting and maintenance.
*Gathering information to resolve Incidents or Service Requests
*Remote support, which will often involve speaking with the customer, so good communication skills are required.
*Act as the 1st point of escalation for any and all cases that would require technical knowledge
*Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
*Assist development and communication of documentation, usage guides and FAQs for endusers.
*Assist the development, implementation and administration of service Centre stafftraining procedures and policies around newly introduced software and hardware.
*Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
Knowledge & Experience
*Minimum 3 years experience working in an IT Service Desk Environment
*Extensive application support experience with SaaS-based applications such as O365,D365, Five9, LogicMonitor would be an advantage.
*Extensive knowledge of computer hardware, including Desktop, Laptops, Servers, Networking and security vendors.
*Working knowledge of a range of diagnostic utilities.
*Experience with desktop and server operating systems, including Win10 & MacOS.
*Knowledge and practical experience of monitoring/altering Network systems
*Detailed knowledge of Word, Excel, PowerPoint, Outlook etc.
*Full UK Driving License.
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