IT Service Desk

Location: Suffolk, England Salary: £21000 - £23000 per annum + + Benefits
Sector: IT & Telecoms Specialism:
Type: Permanent Contact: Gautam Raval

Service Desk Analyst

My client based in Suffolk are recruiting for a Service Desk Analyst to provide 1st line / 2nd line support.

Service Desk Analyst Benefits

  • Private medical cover
  • Pension matching scheme
  • Discount on selected retailers and gyms
  • Voluntary benefits such as; cycle to work, child care vouchers

Service Desk Analyst Responsibilities

  • Be the first point of contact for escalations within the team
  • Identify potential system problems and escalate appropriately
  • Become familiar with all current processes
  • When required be available to provide IT support outside of normal business hours; such as rotated weekend and evening support.
  • To maintain a high level of customer service at all times
  • To act as first point of contact for all staff as a 1st level IT Service Desk Analyst
  • Provide comprehensive phone support for the resolution of user's incidents and problems.
  • To take ownership of user incidents and be proactive when dealing with user issues
  • Provide complex technical troubleshooting assistance to users
  • Identify potential system problems and escalate appropriately
  • Keep users and customers fully informed of appropriate response and resolution times
  • Respond to enquiries from clients and help them resolve any hardware or software problems, or carry out any requests for service
  • Work collaboratively with other IT Service support staff
  • Identify and take part in initiatives to improve the quality and effectiveness of the IT operational service Identify where knowledge can be shared with other IT staff to improve the effectiveness of IT services, and help develop the knowledge and skills of others in the IT Services team

Service Desk Analyst Qualifications

  • Educated to 'A' level standard (or equivalent) or Higher
  • ITIL V3 Foundation Certified - Desirable
  • Service Desk Institute (SDI) - Desirable
  • Microsoft Certification (MSDST) - Desirable
  • Comptia A+ - Desirable

This advert was posted by Gold Group - one of the UK's leading niche recruitment consultancies. We span a variety of specialist industries and are the recruitment company to help you find your next career opportunity. We pride ourselves on our commitment to candidates and stick to our ethos of finding the right role for the right person. Visit our website or get in touch today to discuss this role, find out what else we've got or just for a chat about the state of your industry. Services advertised by Gold Group are those of an Agency and/or an Employment Business. Please be aware that we receive a high volume of applications for every role advertised and regularly receive applications from candidates who exceed the job credentials. We will only contact you within the next 14 days if you are selected for interview. A copy of our privacy policy can be found here: Gold Group is an equal opportunity & diversity employer. A copy of our equal opportunity & diversity policy can be found here:

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