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1st Line Support - Servicedesk Analyst job in Woking

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Job Ref:  204767356
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  Surrey
City:  Woking
Post Code:  GU22
Salary:  £18000 - £22000/annum + training + benefits
11/10/2016 03:45
1st Line Servicedesk Support Analyst
Established IT services client is currently recruiting a number of 1st line servicdesk engineers to work on a busy servicedesk supporting external customers logging issues with their IT systems & networks and resolving at 1st line or passing to 2nd/3rd line analysts.

As a 1st Iine Helpdesk analyst the job role will include:

- Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.
- Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.
- Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible.
- Liaising with third party suppliers where necessary, logging tickets as required and acting as a central point of contact.
- Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.

As a 1st line serivicedesk analyst you will have experience in an IT customer service environment resolving basic IT issues for customers based around windows, desktop, OS, hardware/software related issues ideally with experience in a ITIL environment.

On offer is a basic of up to c21k and good opportunity for training and progression. Our client has a great work ethic and culture, and is committed to staff training and development
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