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19 Dec 2020

Full-Time Service Desk Analyst / Helpdesk Analyst

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Job Description

Service Desk Analyst / IT Support Analyst / Helpdesk Analyst / IT Support Engineer / 1st line / 2nd line

Experienced Service Desk Analysts are required by a leading managed service provider to join a highly skilled onsite customer support team providing expertise and support for desktop and network systems for a global brand. The role will be involve working on a busy service desk and will be responsible professional and consistent end to end management of incidents and service requests. Whilst the role will involve supporting Microsoft desktops and platforms there you will also be responsible for supporting a number of complex bespoke software applications for which full training will be provided and there is plenty of scope for progression into more technical roles with IT and networking support.

Role Duties & Responsibilities:

  • Monitor the Service Desk mailbox to ensure that emails are actioned and responded to in a timely manner providing 1st line and some 2nd line support
  • Log a call record for all incidents and service requests reported via telephone, email, or in person
  • Take ownership of specific incidents, ensuring that they are monitored, tracked and updated accurately and concisely throughout the lifecycle.
  • Carry out initial support of incidents and service requests
  • Complete investigation and diagnosis with the end user.
  • Resolve incidents by implementing permanent fixes or work arounds to known errors.
  • Escalate incidents to 3rd party suppliers where applicable.
  • Invoke appropriate technical escalation to ensure the contractual SLA is achieved.
  • Provide a single point of contact for the customer / end user for Incidents, ensuring regular status updates are communicated.
  • Identify and report any potential service / security breach to the Helpdesk Team Leader / Service Delivery Manager.

Experience & Skills Required:

  • Some previous commercial experience of performing a similar IT / Service desk / helpdesk role within an IT or professional services background.
  • In-depth knowledge of Windows operating systems.
  • Experience with Incident, Problem, and Change Management from an operational perspective.
  • Experience working within an ITIL environment.
  • Strong communication and customer service skills

Knowledge and experience in the following would be advantageous:

  • Active Directory
  • Citrix
  • Exchange
  • Microsoft Windows Server 2010-2016
  • Group Policy
  • Office365
  • VMware / Hyper V
  • ITIL Foundation
  • Experience working within the MSP sector

Ignite Digital Talent are committed to creating equal opportunities, and welcome job applications from all who are qualified and eligible to working in the UK, regardless of colour, ethnic or national origin, race, gender, sex, disability, age, sexual orientation, religious or political beliefs, marital status or family circumstances.

How to Apply

Click Here to Apply

Job Categories: Customer Service, Management, and Professional Services. Job Types: Full-Time. Job Tags: customer service, director, management, and Service Provider.

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