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Service Desk Analyst job in London

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Job Ref:  204715903
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  London
City:  London
Post Code:  WC1A
Salary:  £32000 - £35000/annum Training Courses
30/09/2016 04:12
Service Desk Analyst - London - up to £35,000 + Benefits


* To provide 1st / 2nd and 3rd line desktop support, either onsite or via telephone, to a diverse user base, with the aim of improving the levels of service to the organisation. To deal with all calls and correspondence in a highly professional manner delivering an efficient and high quality service to all staff and customers.
* The post holder will be responsible for supporting all desktop applications, hardware faults on laptops, PCs, printers and network
* Shifts between 08:00 and 18:00 Monday through Sunday (usual week Monday to Friday)


1 The main purpose of this role is to provide technical support up to a 3rd line level to internal customers on Incidents/Requests/Problems.
2 To maintain a high degree of customer service for all support queries and adhere to all service management principles.
3 To perform root cause analysis for Incidents/Problems
4 Log all ICT Incidents/Requests received on the Service Desk. Ensure they are owned and managed through to resolution whilst ensuring the agreed SLA and KPI's are met.
5 To bring in experience of Windows 7, and Office 2010 design, deployment and migration.
6 To have in depth knowledge of Citrix XenApp and/or XenDesktop environment. Able to configure, manage and deploy applications.
7 Experience of designing and deploying SCCM for discovery, deployment and imaging a desktop environment.
8 Strong administrative skills to manage assets, licences, knowledge base and produce documentation to a high standard.
9 Experience of supporting a thin client, virtualised environment.
10 To undertake work on projects and initiatives as directed by the IS Service Desk Manager.
11 Liaise with 3rd party providers as required, escalating service/contractual issues as necessary.
12 To be part of an on-call emergency weekend rota covering 08:00 - 18:00 weekends, bank holidays and other non-specified days.
13 To ensure service desk ticket journal entries are regularly updated with clear written English, with no jargon or the use of acronyms.
14 To maintain knowledge of current news, system information, problems, changes and updates relevant to our user community, including research techniques and resources.

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