Service Desk Analyst - SC Clearance, ITIL, BES Server, Windows Infrast

Service Desk Analyst - SC Clearance, ITIL, BES Server, Windows infrastructure

A leading professional services company is seeking a Service Desk Analyst who is able to provide an excellent level of customer service and provide support via email/phone.

The role:

• This position provides technical and operational support with to all users across including home and travelling users
• Providing advice and guidance to end users on IT issues
• Trouble-shooting of desktop equipment and software
• Service Request fulfilment
• Mailbox Management: logging updating and resolving incidents and requests
• Ensuring that all calls are resolved or escalated promptly and effectively, working within SLA targets
• Remotely controlling and administering desktop systems
• Working within the team to ensure all calls are responded to within agreed SLAs
• Ensuring calls are completed to the satisfaction of the end user
• Ensuring calls are prioritised and dealt with in line Incident Management processes

Skills required:

• All candidates must be SC cleared- current
• Experience of working within an ITIL environment
• BES Administration
• Expert level in MS Word or MS Excel
• Microsoft Application knowledge MS Office 2003, 2007, 2010)
• Mid-level Hardware Skills (ie Upgrade Ram, replace Hard Disk, Troubleshoot and resolve user incidents on desk visits, etc)
• Blackberry, Apple and Android device configuration
• Understanding of Outlook Exchange email systems
• Previous deskside experience highly desirable
• Good use of the English language both written and verbal

Service Desk Analyst - SC Clearance, ITIL, BES Server, Windows infrastructure