Level 1 Service Desk Analyst

Level 1 Service Desk Analyst

Responsibilities

To take/log/monitor/resolve IT related incidents/service requests via phone/e-mail/portal.

Must be self-motivated with excellent customer service and liaison skills

To be proactive and "own" calls residing on the Service Desk

Drive/manage calls to resolution within SLA

Act as a first line escalation point (for immediate issues) and refer more complex issues

Liaise with customers and 3rd Parties as and when required

Develop content in Knowledge Base

Pro-actively resolve issues with service calls, escalating when required via structured process.

Ability to mentor and instil best practices in others in terms of ticket management and customer care.

Experience/Knowledge.

• Excellent communicator both written and verbally
• The ability to work well alone and under pressure
• Previous experience of Wintel environment
• Analytical Skills and demonstrable logical thought process
• Clear and professional telephone manner
• Previous Service/Help Desk experience MS Office Suite (to include up to Office 365), Internet, email (Outlook - Exchange/ Google mail), fault diagnosis, AD, AAD, Citrix & RDS

• Assist with assignment of calls
• Assist with call queues.
• Basic Hardware knowledge (HP platforms)
• Build knowledge of Bespoke Business Apps
• Wintel knowledge (Win 10/11, Windows Server 2008/16)
• Basic Networking knowledge and understanding of VPNs
• Call ownership and monitoring
• Basic Exchange Administration
• Assist with Tablet Devices issues
• Assist with Mobile Device issues
• Working knowledge of Google Apps and MS Office 365
• Knowledge of ITIL practices and processes

Preferred Qualifications/Experience/Skills;

• MCITP Windows Server/Workstation Administration
• Microsoft Office Specialist (to include MS Azure and O365)
• ITIL Service Management Foundation

• O365 / Azure portals
• Smartphones