|Location: Harlow, Essex||Salary: Negotiable|
|Sector: IT & Telecoms||Specialism:|
|Type: Permanent||Contact: James Giblin|
Service Desk Analyst
Service Desk Analyst needed for a leading Defence organisation based in Service Desk Analyst who are looking to employ an experienced Service Desk Analyst with an in-depth working knowledge of 1st line support.
What the role entails:
Some of the main duties of the Service Desk Analyst will include:
- Provide first level support for IT issues within a Service Desk environment.
- Logging calls and perform diagnostics over the phone.
- Troubleshoot and resolve IT system problems for Raytheon UK colleagues.
- Manage customer queries and updates regarding existing Incidents and service requests, maintaining a high level of communication with the customer at all times#
- Responsible for performing first level incident/IT service request logging and problem management.
- Resolve or escalate customer requests via Service Desk management system.
- Provide best-in-class IT customer service and rapid service resolution.
- Document and escalate IT problem trends, customer concerns and issues.
- Create users and reset passwords.
What you need to be the successful Service Desk Analyst:
In order to be the successful Service Desk Analyst and have a chance to gain such an exciting opportunity you will ideally need to have the following:
- Demonstrated knowledge of IT troubleshooting techniques, computing technologies and desktop support.
- A strong knowledge of Microsoft based operating systems.
- Experience with using and troubleshooting Microsoft Office.
- Basic understanding of PC hardware set-up and configuration.
- Genuine interest in customer service, technical support and building relationships.
- Ability to work well in a fast-paced team environment.
- Excellent written and verbal communication skills
- SC cleared or the ability to become SC cleared.
- Professional certifications; CompTIA A+, Security+
- Experience of working in an Incident Service Desk environment logging calls and performing IT diagnostics over the phone
- Previous experience with ServiceNow and/or Service Desk Express
This really is a fantastic opportunity for a Service Desk Analyst to progress their career. If you are interested please apply as soon as possible as this position will be filled quickly so don't miss out!