Service Desk Analyst

Rullion Limited have an exciting contract opportunity for a Service Desk Analyst to join one of our well respected Retail clients, based in Liverpool.

What you will do

• Triaging issues and service requests via live chat, phone and e-mail
• Troubleshooting colleagues' issue(s) and resolve upon first contact, when possible
• Recording and documenting accurately all details of the issue(s) or service request, including categorisation and priority into the IT service desk tool
• Providing assistance on all internally supported devices and systems
• Escalating issues and requests to appropriate specialist support groups/subject-matter experts in accordance with service-level agreements, following up as appropriate
• Leveraging internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues
• Responding to colleague inquiries regarding the status of incident/service request tickets, performing follow-ups
• Contributing to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides
• Creating/deleting users, setup and maintenance of Exchange mailboxes/groups, Active Directory user admin, Office 365 troubleshooting.

What you will need

Experience of technical troubleshooting

• Experience as the first point contact with end-users
• Self-motivated and able to work in a fast-paced and constantly changing environment
• Ability to learn new technology and applications

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.