Service Desk Analyst
I am currently recruiting for a Service Desk Analyst to join one of the UKs top independent Chartered Accountants based in Cheltenham. Working in a busy IT team, this is a pivotal role supporting 300+ staff across the company. The main duties will include:
1st & 2nd Line technical support (phone, email and in person)
Assigning of incidents to the most appropriate analyst or Third Party where appropriate
Ownership of 1st & 2nd Line Support processes, for example Starter, Leaver and transfer.
Management of incidents ensuring they hit SLA where possible
Building of user equipment (Thin Clients, Laptops and smartphone handsets)
Maintenance of end user equipment builds and processes.
Equipment fault finding/troubleshooting, testing, repair or dispatch for repair.
Inventory management end user equipment
Assist in employee moves and meeting room setups, where appropriate
Adherence to procedures & policies with regards to licensing of software.
Documentation; procedures, configurations, training.
Ownership and maintenance of helpdesk application
Maintaining an orderly and tidy working environment for all areas under the control of the IT department.
Regular/scheduled support site visits
The key skills and qualifications are:
Expert knowledge of Windows 7 (Configuration & Support)
Good knowledge of Microsoft Office 2016 and Office 365
Citrix XenDesktop, XenApp v 7
Some knowledge of Structured cabling
Experience in writing technical and procedural documentation
3+ years` experience in configuring & setting up PC`s/laptops/Thin Clients
3+ years` experience in installing and general PC maintenance
Experience in automation produces, for example PC builds.
General understanding of LAN, WAN, DHCP, DNS, PROXY, HTML,IIS6, TCP/IP
Experience with Android and Apple technology
Strong analytical and administrative skills.
Ability to work within a high pressure environment.
Excellent interpersonal skills
If you would like more information on this role, please contact Will @ Brook Street on 01242 233707 or alternatively email your CV