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Deskside Analyst job in EC4N

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Job Ref:  204810485
Employer:  cv-library.co.uk
Job Type:  Contract
Country:  United Kingdom
City:  EC4N
Salary:  £100 - £150/day £150 per day
19/10/2016 02:27
Key Skills and Experience
• Good time management and organisational skills
• Able to work using own initiative
• Able to work in a team
• Able to work under pressure
• Excellent communication and inter-personal skills
• Working Knowledge of in-house standard software packages;
o Windows7, Microsoft Office packages: 2007 & 2010
• Blackberry handheld and BES management (BES 5 & BES 10)
• Familiarity with Apple products: Laptops, Ipads, Iphones
• Experience of Computer & User Management in Active Directory
• Experience of applying folder / files permissions
• Experience / knowledge of Exchange 2010 admin
• Knowledge of Citrix 6.5 XenApp 6.5 and Citrix receiver and common issues.
• Support users via remote tools
• Knowledge of BMC Remedy Service Desk software (or similar)
• Understanding of the Service Desk procedure in line with ITIL v3 Best practice
• A good understanding of PC and Laptop hardware set up and configuration

Deskside Analyst
• MCP/MCDST or equivalent

Key Objectives
• To provide further diagnosis and resolution of incidents either by a deskside visit or via a remote fix
• Keeping customers informed of the ticket lifecycle - Manage the customer's expectations
• Delivery of an efficient service ensuring that customer satisfaction is kept at a high level
• Providing Continual Service Improvement to Operations

Deskside Analyst
General Duties
• Installation of hardware & software including the recording of licenses
• Maintenance of hardware including liaison with third party suppliers/ contractors
• Managing of MFD printers
• Maintaining the BES accounts
• SCCM Maintenance + Use of LogMeIn Software for remote support
• Maintaining of user accounts on the Citrix farm
• Proactive management of Remedy queues, managing unassigned tickets and continuous updating of work info.
• Create mailboxes and distribution groups
• Solve mailbox corruption in Exchange
• Cable & patch management
• Liaise with & support other technical teams - Internal and external parties
• To support & facilitate office moves (IT equipment only)
• Contribute to the production of IT processes documentation
• Troubleshoot and resolve Incidents across the full range of systems, applications and technologies at first contact via remote systems access or by providing user guidance
• Plus any additional duties & responsibilities that may reasonably be expected to be undertaken, including those that form the basis of the ITIL v3 framework
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