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IT Service Desk Analyst job in Guildford

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Job Ref:  204621286
Employer:  cv-library.co.uk
Job Type:  Contract
Country:  United Kingdom
City:  Guildford
Post Code:  GU1
Salary:  £10 - £13/hour
05/10/2016 03:42
An IT Service Desk Analyst is required for 3 months (likely to be extended) based in Guildford, Surrey.

The IT Service Desk Analyst will be the first point of contact between end users and the IT organisation. The analyst is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible or alerting / escalating them to the appropriate specialist support groups. The position requires technical troubleshooting abilities and excellent customer service skills.

Main Duties and Responsibilities

* Triage service issues and service requests received via phone, e-mail, request form, intranet and in person, following agreed processes and procedures

* Troubleshoot service issues and resolve upon first contact wherever possible

* Accurately record and document all details of the service issue or service request into the Service Management tool, including categorisation and priority

* Perform password resets on a variety of applications as described in the Service Catalogue

* Provide "how to" assistance on internally supported devices, applications and systems as described in the Service Catalogue

* Escalate issues to appropriate second line support in accordance with Service Level Agreements

* Make use of internal and external resources (knowledge bases, manuals, support websites, vendors) to answer questions and resolve service issues

* Respond to end-user enquiries regarding the status of service issues and service requests and follow up / progress when appropriate

Experience/skills required -

* Degree level education or equivalent specialist knowledge acquired through relevant experience

* Experience of working on an IT Service Desk or similar technical support environment

* Experience of operating within Service Level Agreements and following working policies and procedures

* Use of Service Management and Helpdesk software

* Computer software and hardware troubleshooting knowledge and experience

* Proficient in the use of Active Directory

* Knowledge and experience of troubleshooting Microsoft & Apple technologies

This role is to start asap and will pay £10-£11 p/h PAYE or £12-13 p/h Ltd/Umbrella
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