Service Desk Analyst – Technical (1st line IT Support) FORV69136

Our client is a forward-thinking social organisation that positively impacts communities. They're also proud to create opportunities that make things happen - for people, families, homes and communities. They're a busy team with lots to do and can only achieve this if they've got the right resources so look for people and partners with as much enthusiasm and passion as they have for making things happen.

They are now looking to recruit a Service Desk Analyst to join them to provide operational support both over the phone and face to face for the IT Service Desk, ensuring that all incidents and problems are recorded on the service desk management tool and are resolved in a timely manner.

 Responsibilities

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
• Ensure all Incidents and Service Requests are successfully and accurately identified, categorised, prioritised, diagnosed and managed in the Service Desk IT Service Management Tool, whilst delivering excellent and clear communications of Incidents, Service Requests and service updates.
• ICT Asset management, maintaining an Asset Database.
• 1st line support - troubleshooting of IT related problems from in-house software to hardware.
• Take ownership of Incidents and Service Requests through to resolution, ensuring that Incidents and Service requests which cannot be resolved at the Service Desk are escalated to 2nd & 3rd line teams and proactively managed and to confirm resolution, satisfaction and acceptance.
• To maintain service excellence for all support queries and adhere to service management principles.
• Producing supporting documentation to assist staff with requests for information & provide staff training if required.
• Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• Managing external technical support where problems cannot be resolved in house.
• Support and configure mobile devices through centralised software (Airwatch).
• Provide on-site support to a number of sites in the North West.
• Excellent working knowledge of Microsoft Office Suites.
• Troubleshoot basic network issues.
• 2 years’ experience working in Service Desk/Helpdesk role.
• Setup and configuration of apple devices.
• Setup and configuration of laptops using SCCM.
• Supporting windows 7,10 and citrix desktops on site and remotely.

Qualifications:

• ITIL qualification (desirable)
• Comp TIA Network+ (desirable)
• MCP certification (desirable)
• Full UK driving license and access to a car

As well as a competitive salary and a generous holiday entitlement, our client offers a range of benefits for a rewarding career including a health cash plan, pension scheme; child care vouchers and staff discount club membership. They’ll also make sure you get the training and benefits you deserve.

Our client is an equal opportunities employer and welcomes applications from all sections of the community.

Closing date: 7th September 2018 (please be aware that this vacancy may close earlier dependent on number of applications)

Interview date: 12th to 15th September 2018

This is a Blue Octopus Recruitment Ltd vacancy who are operating as an employment agency. Once you have clicked to apply for this vacancy, we will then send you more information on the role including a copy of the application form via email.